Head of Problem Management

We are a premier global financial technology firm with ambitious plans for worldwide expansion. Our award-winning technology products are renowned for their sophisticated engineering and delivering an exceptional user experience. We are committed to excellence and seek out the most talented individuals to contribute to our dynamic, growing team.

We are searching for a Head of Problem Management (or Head of Service Stability) to design, institute, and spearhead our formal program for systemic issue identification and resolution. This critical leadership position is responsible for ensuring that all underlying causes of service disruptions (incidents) are meticulously discovered, thoroughly analyzed, and permanently eliminated to safeguard continuous service operation.

The Head will be based within the Service Operations/Run Team and will forge close, effective partnerships with the Reliability Engineering (SRE) group, the Core Development teams, and the Business Product organization. The goal is to ensure that all corrective and preventative measures are implemented swiftly, effectively, and in direct support of the company's strategic business objectives.

Core Accountabilities :

• Establish and execute a leading-edge framework for proactive problem management, aligning it with top-tier operational methodologies and internal strategic priorities.
• Command the full lifecycle of root cause analysis (RCA), spanning from detection of recurring issues and deep-dive investigation through to permanent fix implementation and formal closure documentation.
• Synthesize data to uncover systemic weaknesses and emerging patterns within the incident landscape, translating insights into preventative actions.
• Champion organizational change for continuous stability enhancement, focusing on advancing both system performance and inherent reliability.
• Partner seamlessly with Site Reliability Engineering, Development, and Operational teams to drive corrective actions that are tightly integrated with the product and service roadmap.
• Direct and govern all formal Root Cause Analysis (RCA) activities post-major disruption, ensuring all contributing factors are pinpointed and addressed at the source.
• Maintain an auditable repository of all identified issues, their current status, and successful resolution outcomes.
• Provide clear, data-driven reporting on the health of our service stability program and emerging risk trends to executive and technical audiences.

Candidate Profile :

• A minimum of five years of demonstrable senior experience in leading service resilience, operational excellence, or advanced incident/problem resolution, preferably within a high-volume FinTech or capital markets trading environment.
• Expert-level conceptual and practical understanding of enterprise service management principles and modern reliability practices.
• Deep technical acumen regarding complex IT ecosystems, agile software development pipelines, and modern system reliability methodologies.
• Exceptional capacity for critical thinking and detailed analysis, with a track record of driving complex RCAs to a definitive conclusion under pressure.
• Proven leadership ability in a matrixed organization, capable of mobilizing and managing results across diverse technical and non-technical groups.
• Superior communication and influencing skills, able to translate highly technical findings into clear, impactful business summaries for all stakeholder levels.
• Documented experience initiating and overseeing large-scale process improvements and organizational change initiatives.
• Professional fluency in English (written and spoken) is essential.
• Ability to participate in a hybrid work arrangement based in Warsaw.