Head of Platform Operations

Railsbank ,
London, Greater London
More Details

Overview

Job Description

Head of Platform Operations About Railsbank Railsbank is the world's leading global open banking platform that gives customers "access to global financial services" with 5 lines of code. The company was founded by serial finTech entrepreneurs who previously founded successful and award winning companies like Evolution and Currency Cloud. Since starting in 2016 in London the company has expanded across Europe, launched in Singapore and is currently extending capabilities in SE Asia, USA and Australia. We are now scaling the company across Europe and SE Asia and looking for exceptional people who share the same core values to join team Railsbank. The role: As the Head of Platform Operations you will own the 24x7 technical support of the Railsbank platform, and will build and manage technical operations and support teams in Europe, Asia and the US. You will implement Incident Management, Problem Management and Change Management processes to ensure the availability and reliability of the Railsbank platform to meet the needs of our customers. This position reports to the Operations Director, based in London, and has the following responsibilities: * Building our global platform operations function * Managing and guiding our existing teams of platform support specialists in Europe and SE Asia * Defining and implementing Standard Operation Procedures (SOPs) for Incident Management, Problem Management, and Technical Investigations * Defining and implementing SOPs for planned/unplanned/emergency maintenance and incident reporting with payment schemes and regulators * Defining and implementing SOPs for correct handling of Personally Identifying Information and Sensitive Payments Information * Collaborating with our Head of Learning and Development to define and implement training requirements for all platform support staff * Being part of the team implementing continual improvements to our tools, policies, processes used in front-line support at levels 1-3 * Ensuring five+ nines uptime support levels Skills / experience: * 5+ years experience in a role of this nature * Familiar with service operations tools e.g. Jira Service Desk, PagerDuty, Twilio, statuspage.io * AWS cloud hosting and the AWS ecosystem * Prior experience working in multi-disciplined teams * Expertise across multiple systems, with multiple dependents/counterparties, using multiple tools * Problem solving skills, including the ability to apply creative and innovative thinking, challenge the status quo and drive beneficial process improvements Role location and hours: Unless agreed otherwise the role will be a full time role and during office hours you will be based in our London offices. The role may require you to be on call on occasion. What does a Railsbank team member look like? The success of Railsbank has been purely down to the high-performance team who have an unwavering belief in a set of core values that unite us. This means that we are also a diverse and inclusive team, for example, Railsbank are the only FinTech in the world with a 50/50 male female ratio. The team's performance has been recognised through both customer successes and Railsbank winning many awards including being in the FinTech50 (Europe's top 50 FinTech companies) for two years in a row. Being an integral part of the Railsbank team and sharing our core values is important to us. The environment at Railsbank is fast-paced, exciting, and dynamic. It suits people that love to collaborate and support one-another. We are all driven by the same values and are looking to welcome new people to the team that share them. Our values Excellence, accountability, diversity, work/life balance, trust, fun, inclusivity, friendship, noble cause, and respect. Equal Opportunities Employer Railsbank is an Equal Opportunity Employer and does not discriminate on the basis of race, religion or belief, colour, sex or gender identity, sexual orientation, age, disability, national origin, marital status, or any other basis covered by appropriate law. Apply for this Job

People also viewed