SRE & Command Center Manager

About Us:

The payments market is the most exciting technology market in the world today for good reason. McKinsey values it globally at over $2 trillion and it’s growing between 13-15% year-on-year. Some of the largest most dynamic brands are investing in this sector; Apple has ApplePay, Google has GooglePay, Amazon has AmazonPay, and it’s not just the Silicon Valley brands. Tencent owns WeChatPay, Alibaba owns Alipay and digital disruptors like Square, Stripe and Adyen all invest millions to grow the payments market.

Planet are a technology company that’s transforming payments by putting the customer experience first. We help our customers deliver a better experience for guests, shoppers, and consumers everywhere. We operate in a market that continues to evolve and expand, partnering with the world’s most prestigious brands across Retail and Hospitality, and with a network of Financial Services partners worldwide. 

To meet consumer demands, payments must be simple, safe, and invisible. The only way to do this is to fully embed payments in the software that runs business. By combining software and payment technology, Planet’s creating a world of connected commerce, that makes payments feel good.  

We’re growing organically, and with strong Private Equity investors, Advent International and Eurazeo, we’ve the financial capital and expertise to grow our capabilities and reach through acquisition. 

What you will do:

The SRE and Command Center Manager will have the following responsibilities to ensure reliability and resiliency of the system under his / her / their scope:

• Ensuring reliability - getting systems back to steady-state as quickly as possible
• Eliminating toil - automating wherever possible
• Observing what matters - gaining full visibility into system health
• Being pro-active - living and breathing SLOs to identify and remediate issues before SLAs are violated.
• Architecting for resiliency - Informing architectural design decisions to build more reliable systems.
• Ensure eyes on glass and process improvement.
• Engage and trigger Major Incident management process.
• Integrate with Service Desk L1 to improve FCR.
• Guarantee training of all Command Center representatives about new tools and technologies
• Review introduction of new services to be monitored.
• Update and suggest improvements in system and infrastructure thresholds.
• Follow the Incident Priority Matrix according to Business Impact which is captured via observability tools and/or reported by internal or external customers.

The SRE and Command Center Manager will contribute to the following responsibilities during the lifecycle of an incident or crisis:

• Review and maintain the incident and crisis management processes, escalation paths, and communication plans.
• Review and maintain an incident and crisis response plan, outlining steps, procedures, and roles during incidents.
• Identify and log incidents promptly, using monitoring tools, alerts, and reports.
• Ensure incidents are prioritized according to predefined criteria, allocating appropriate resources based on the incident's impact.
• Coordinate and communicate effectively with technical teams, support staff, and stakeholders throughout the incident lifecycle.
• Initiate escalation processes when incidents cannot be resolved within predefined timeframes or by initial response teams.
• Lead or participate in incident investigations and root cause analysis, identifying underlying causes and recommending preventive measures.
• Maintain accurate records of incidents, including timelines, actions taken, and resolutions.
• Lead or participate in the preparation of incident reports and root cause analysis reports.
• Share relevant reports with stakeholders, highlighting trends, recurring issues, and improvement opportunities.
• Drive continuous improvement of the incident management process by analyzing incident data, identifying patterns, and suggesting enhancements.

Who you Are:

• At least 10 of experience in similar positions. NOC manager, SRE manager, Command Center manager.
• Bachelor’s degree in Information Technology, Business Administration, or a related field.
• ITIL Foundation certification is required; advanced ITIL certifications are a plus.
• Proven experience in IT service management, particularly in incident and problem management.
• Strong understanding of ITIL principles and best practices.
• Excellent communication and interpersonal skills, with the ability to effectively communicate technical information to non-technical stakeholders.
• Strong analytical and problem-solving skills.
• Ability to work under pressure and manage multiple priorities.