Description

As Operations Manager at Ohpen, you will play a key role in making sure our production services run reliably, and our customers always know where they stand when something goes wrong. 

You will own the end-to-end incident and problem management lifecycle, oversee SLA performance and service request fulfilment, and coordinate communication between our customers and internal teams. 

This is a process, coordination, and customer-focused role. You won't be expected to personally resolve every technical incident. Instead, you will make sure the right people are involved, actions are clear, deadlines are visible, and incidents and requests are driven through to resolution.

Briefing

WHAT YOU WILL DO 

• Own the incident management lifecycle end to end, tracking open incidents against agreed SLAs, coordinating technical owners and escalating issues before they become SLA breaches
• Lead problem management for recurring and major incidents, coordinating root-cause investigations, maintaining the problem register and following structural fixes through to closure
• Monitor SLA performance, maintain regular reporting for customers and internal stakeholders, and ensure breaches are properly followed up
• Act as a key point of contact for customer communication during incidents, providing clear, accurate and timely updates on progress and resolution
• Own the end-to-end handling of customer service requests, including access, configuration, data and standard changes, ensuring they are fulfilled within agreed timelines
• Ensure appropriate observability and monitoring coverage is in place across our production and acceptance environments, working with the teams responsible for implementation and maintenance
• Work closely with Release Management and Product teams to stay aligned on release schedules, upcoming changes and customer communication
• Track compliance and audit actions, including authorization requirements and actions related to frameworks such as DORA, NIS2 and SOC 2, ensuring agreed actions are followed through to closure
• Provide clear visibility into incidents, problems, requests and operational performance so that customers and internal stakeholders always understand the status, risks and next steps

About You

• You have experience in incident management, service management or IT operations, ideally within a regulated, SaaS or financial-services environment
• You have experience working with SLAs, incident/problem management and customer service requests
• You are comfortable using Jira and Confluence, including SLA reporting and JQL-based tracking
• You are a structured and organized person who can manage multiple incidents and priorities while keeping stakeholders informed
• You are a confident communicator and comfortable providing customer-facing incident and SLA updates, including in high-pressure situations
• You take ownership and accountability, proactively following up and escalating when something is at risk
• You speak fluent English, as this is our working language

Why us?

This role puts you at the center of how Ohpen delivers reliable services to its customers. You'll work across IT Support, Engineering, Security, Compliance, Release Management, Product and client-facing teams, giving you broad exposure to both our technology and our customers. 

You'll have real ownership over how incidents and operational processes are coordinated and communicated, with the opportunity to improve the structures, reporting, and ways of working behind a production-critical fintech platform. 

Most importantly, you'll help make sure that when something happens, there is clarity: who owns it, what happens next, what the customer needs to know, and how we prevent it from happening again.