Junior Problem Manager (Fintech)

TL;DR

Junior Problem Manager (Fintech): Taking ownership of the operational reliability loop, managing incidents, leading structured problem management processes, and providing 3rd-line support for complex production issues with an accent on analysing past incidents and recurring problems to identify patterns and root causes. Focus on translating RCAs into actionable remediation tasks and improving monitoring and alerting to reduce alert fatigue.

Location: Remote, Almaty, Limassol, or fully remote outside office locations.

Company

Vivid is reimagining how individuals and businesses manage money with an all-in-one app.

What you will do

• Act as incident commander for assigned incidents, coordinating resolution, communication, and timelines across teams.
• Provide 3rd-line support by conducting deep-dive investigations for escalations requiring strong technical troubleshooting.
• Maintain accurate records of problems and known errors, ensuring timely and high-quality root cause analyses (RCA).
• Translate RCAs into actionable remediation tasks, agree priorities with stakeholders, and track execution through to verification.
• Improve monitoring and alerting: tune Grafana/Kibana/Sentry signals and PagerDuty routing to reduce alert fatigue and catch regressions earlier.
• Create and maintain operational runbooks and known-issues articles to improve support and incident response speed.

Requirements

• 1+ year experience in incident management, production support, or tech support.
• Comfortable working in Jira-based workflows, with experience coordinating work across multiple stakeholders.
• Hands-on experience with observability tools, such as Kibana/ELK, Grafana, and Sentry; familiarity with PagerDuty is a strong plus.
• SQL proficiency: ability to write and optimize queries using SELECT, JOIN, and GROUP BY.
• Basic programming literacy: write simple scripts and work with HTTP and JSON (e.g., make requests, interpret responses).
• Confident written and reading proficiency in English for technical documentation.
• Awareness of compliance requirements in fintech environments (PCI DSS, SOC 2, DORA).

Culture & Benefits

• We have a hybrid model in one of our offices, Limassol, or Almaty, or fully remote outside office locations.
• Competitive salary and benefits package (depending on location).
• Real growth prospects, significant responsibility, and the ability to make an immediate impact from day one.