Head of Problem Management

We are a leading trading platform that is ambitiously expanding to the four corners of the globe. Our top-rated products have won prestigious industry awards for their cutting-edge technology and seamless client experience. We deliver only the best, so we are always in search of the best people to join our ever-growing talented team.

We are looking for a Head of Problem Management who will be responsible for building, implementing, and leading the problem management framework within the organization. This role ensures that all problems arising from incidents are identified, analyzed, and resolved to prevent recurrence.

The Head of Problem Management will work within the Incident Management department and closely collaborate with the Site Reliability Engineering (SRE) team, Engineering teams, and the Product team to ensure that improvement actions are effectively implemented and aligned with company business goals.

Responsibilities:

• Build and implement a robust problem management framework, ensuring alignment with industry best practices and organizational objectives
• Own the end-to-end problem management process, including problem detection, analysis, resolution, and documentation
• Identify trends and underlying issues in incidents to prevent future occurrences
• Implement continuous improvement practices to enhance system stability and performance
• Collaborate with the Incident Management, Engineering, SRE, and Product teams to align problem resolution with business objectives
• Lead root cause analysis efforts following incidents to ensure that core issues are identified and effectively addressed
• Maintain comprehensive records of problems, their status, and outcomes
• Report on progress and trends in problem management to stakeholders

Requirements:

• Minimum of 5+ years of proven experience in problem and incident management or a similar role within a technology-driven environment, preferably in the fintech sector (trading)
• Proven knowledge of the ITIL framework, particularly in problem and incident management
• Strong understanding of IT infrastructure, software development life cycles, and service reliability practices
• Excellent analytical and problem-solving skills, capable of conducting complex root cause analysis under tight deadlines
• Strong leadership skills with the ability to manage cross-functional teams
• Excellent communication skills, capable of effectively articulating complex issues and solutions to both technical and non-technical stakeholders
• Experience in managing projects and driving change across multiple teams and departments
• Business level proficiency in English or above (equivalent to B2 or above in CEFR)
• Possibility of working in hybrid work model in Warsaw

What you will get in return:

• Competitive Salary: We believe great work deserves great pay Your skills and talents will be rewarded with a salary that makes you feel valued and motivated
• Work-Life Harmony: Join a company that genuinely cares about you—because your life outside of work matters just as much as your time on the clock
• Annual Performance Bonus: Your hard work doesn't go unnoticed Celebrate your achievements with a well-deserved annual bonus tied to your performance
• Generous Time Off: Need a breather? Our annual leave policy lets you recharge and enjoy life outside of work without a worry
• Employee Referral Program: Love working here? Share the love Bring your talented friends on board and get rewarded for growing our awesome team
• Comprehensive Health & Pension Benefits: From medical insurance to pension plans, we've got your back. Plus, location-specific benefits and perks
• Workation Wonderland: Live your digital nomad dreams with 30 extra days to work remotely from anywhere in the world (some restrictions apply). Adventure awaits
• Volunteer Days: Make a difference Take two additional paid days each year to support causes you care about and give back to the community

Be a key player at the forefront of the digital assets movement, propelling your career to new heights Join a dynamic and rapidly expanding company that values and rewards talent, initiative, and creativity. Work alongside one of the most brilliant teams in the industry.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.