Participant Service Unit Leader

Polski Standard Płatności S.A. is the owner of the BLIK brand, a team of experts involved in creating and implementing innovative cashless payment programs, online payments, and projects related to electronic and mobile banking. BLIK offers various solutions supporting the exchange of financial means between clients, banks, and clearing agents.

• Minimum 4 years of experience in IT Operations/Support in a 24/7 model (banking, telco, fintech, large-scale SaaS, or critical systems)
• At least 2 years of experience as Team Lead/Shift Lead in an L1 team
• Very good knowledge of monitoring tools: Grafana and Prometheus, including creating "L1-ready" dashboards
• Practical knowledge of ITSM (ITIL), especially Incident, Problem, and Service Request Management
• Experience in creating and maintaining playbooks/runbooks
• Ability to work under pressure and manage a team during crisis situations (P1/P2 incidents)
• Very good command of English (C1) enabling fluent communication
• Openness, communicativeness, and willingness to improve qualifications

• Supervise the Incident Management process to ensure quick MTTR, minimize false positives, and effectively escalate to L2/L3
• Build and develop the L1 team (recruitment, onboarding, training, performance evaluation, team documentation)
• Inform Partners, Participants, and BLIK employees about system outages and planned downtimes
• Handle service and business requests from Partners and Participants according to established instructions
• Design and maintain dedicated process operation instructions, monitoring dashboards (Grafana, Splunk), and comprehensive playbooks
• Collaborate with L2, L3 teams, and business units to define escalation matrix
• Cooperate with external entities regarding service and business requests
• Co-create and share defined reports for Participants and Partners as per instructions
• Respond to system alerts following established procedures
• Analyze and verify incidents related to Core Platforms & Services; continuously improve processes including L1 automation, playbook testing, and post-mortem after incidents
• Manage 24/7 duty schedules including shift/on-call rosters with attention to team wellbeing