Application Operations Problem Manager

Application Operations Problem Manager

Reward Gateway, part of Edenred, is a global leader in benefits and employee engagement. We help businesses attract, engage, and retain top talent through strategic reward, recognition, and well-being solutions. Guided by our shared missions - 'Making the World a Better Place to Work' and 'Enriching Connections, For Good' - we're committed to transforming workplaces and improving people's daily lives. Our team embodies entrepreneurial spirit, innovation, and respect. We push boundaries, speak up, and stay human, fostering a culture where imagination thrives.

Your Role in our Mission:

As Problem Manager, you will own and drive the Problem Management function within the Platform Engineering & Technical Operations (PETO) organisation, reporting directly to the Director of Application Operations. You will play a critical role in reducing the frequency and impact of incidents across our platforms by identifying root causes, managing known errors, and delivering preventative actions that lead to measurable, systemic improvements. This is a hands-on, high-impact role. You will work at the intersection of operational excellence and engineering quality, partnering closely with L2/L3 support teams, Platform, Infrastructure, and product-aligned Engineering squads to ensure that problems are properly identified, investigated, resolved, and most importantly don't recur.

What's In It For Me?

A chance to be part of an extremely well established, stable and high growth 'Unicorn' SaaS company with plenty of benefits in our employee benefits package, including:

• Annual Wellness Bonus
• Monthly Edenred Electronic Food Voucher
• Udemy: Access for your professional development
• Flexible Holiday plan & other leave benefits
• Book Benefit: Professional development books and an additional annual budget for fiction books of your choice
• Subsidised sports card and many other benefits!

Flexible Hybrid Working:

This is a hybrid role that would require presence in office at least twice per week, as agreed.

What You'll be Doing:

• Problem Management Process Ownership
• Root Cause Analysis (RCA)
• Proactive Problem Management
• Stakeholder Engagement & Reporting
• Collaboration & Integration
• Continuous Improvement

Experience and Skills You Need in this Role:

• Essential
• Desirable

The Interview Process:

• Screening call with Talent Acquisition Partner
• First Stage Interview with the Director of Application Operations & the VP Platform Engineering

At Reward Gateway | Edenred, we are committed to ensuring an inclusive and accessible recruitment process for all candidates. If you have any specific requirements or need reasonable adjustments at any stage of the recruitment journey, please let your Talent Acquisition Partner know. Your needs are important to us, and we want to ensure an equitable experience for every candidate.

Be comfortable. Be you.

We want every employee to feel comfortable bringing their passion, creativity and individuality to work. We value all cultures, backgrounds and experiences, because we believe diversity drives innovation and makes us stronger. Our approach to hiring and building teams is about more than filling roles - it's about creating an environment where everyone can thrive, feel supported, and contribute to our mission of making the world a better place to work!

About Reward Gateway

Reward Gateway is culture and client driven. We're obsessed with putting the 'Human' in HR and are proud to have been 100% dedicated to HR for over a decade. Since 2007, we've been right by the side of the world's most innovative HR people, giving them beautiful products and tools they can use to attract, engage and retain their people. The world's most successful companies treat their people differently. They generate stock market returns of twice their peers and they have half the employee turnover. 76% of CEOs recognize that employee engagement is vital to their success but only 24% say they have a highly engaged company.

Bridging that engagement gap is what drives us.

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