Paysafe Limited (“Paysafe”) (NYSE: PSFE) (PSFE.WS) is a leading payments platform with an extensive track record of serving merchants and consumers in the global entertainment sectors. Its core purpose is to enable businesses and consumers to connect and transact seamlessly through industry-leading capabilities in payment processing, digital wallet, and online cash solutions. With over 25 years of online payment experience, an annualized transactional volume of $140 billion in 2023, and approximately 3,200 employees located in 12+ countries, Paysafe connects businesses and consumers across 260 payment types in over 40 currencies around the world. Delivered through an integrated platform, Paysafe solutions are geared toward mobile-initiated transactions, real-time analytics and the convergence between brick-and-mortar and online payments.

Further information is available at www.paysafe.com.

Paysafe has undergone tremendous growth over the past few years. With the acquisition of new technologies across Europe and North America, we have built a very strong portfolio of financial offerings. To effectively manage all the moving parts of our business, we are looking for a hands-on Problem Manager to join our ITSM & Governance team with a strong focus on ITIL Problem Management. This person will have oversight for Paysafe's Problem Management practice, working closely with Incident Management, Change Enablement and other ITSM practices globally.

What you will do:

• Support the day-to-day Problem Management operational process for all business units
• Lead root cause analysis of Major Incidents with a focus on avoid recurrences
• Promote the adoption and adherence to the global Problem Management practice and support continual service improvement efforts
• Coordinate, standardize, and lead all ITIL Problem Management activities ensuring root cause is identified, mitigated and track other improvements until completion
• Proactively detect and prevent future problems/incidents and initiate the Problem Management practice to allow quicker diagnosis and resolution
• Prepare statistics, KPI and trend reports for use in the Problem Management practice
• Collaborate with subject matter experts to refine operating processes and procedures to deliver and restore service more efficiently
• Coordinate, convene and facilitate problem review meetings to ensure improvement actions are completed in a timely manner
• Raise any risks with the Risk & Compliance team.
• Ensure recurring incident resolution is addressed with urgency
• Manage and maintain information stored in the problem database
• Maintain a comprehensive understanding of all aspects of product delivery and operations
• Accountable for the formal closure of all Problem records
• Attend post incident meetings and work closely with Incident Management

To be successful you need to have:

• University degree in IT, business or equivalent field of study
• Experience of working in a complex environment
• Experience working within a Service Management organization
• Strong understanding and demonstration of Service Management
• Strong influencing skills
• Minimum of 3 years’ experience in IT service operations, service delivery or service management
• ITIL Foundation certified (v3 or ITIL 4).
• Accreditation in any of the following disciplines: Problem Management, Incident Management, Change & Configuration Management
• Knowledge of operational tools and systems such as ServiceNow, Jira, Confluence, etc.
• Strong communication and interpersonal skills. You can build strong and fruitful relationships with staff members, internal stakeholders and external parties
• Strong problem-solving capabilities, analytical, efficient and quick thinking
• Excellent English reading and writing skills
• Ability to work with geographically dispersed teams
• Experience in payment processing or digital wallet industry is an asset
• Passionate about getting work done in a professional and timely manner
• Ability to prioritize complex tasks
• Ability to work with ambiguity
• Embrace change and thrive in a complex, ever-changing environment
• Positive, thoughtful and ‘make it happen’ personality

We offer in return:

• The opportunity to write FinTech history, instead of watching it happen from the sidelines
• A personalized onboarding program and a vast array of available courses and trainings
• A clearly defined career ladder, with multiple paths and opportunities for growth
• An environment where your opinion matters
• Competitive remuneration and social benefits package (25 days annual paid leave, health insurance, sports card, team events, company discounts, variety of soft skills, business and technical training programs)
• Flexible working model - we encourage our employees to embrace our flexible working approach. You will be expected to work from home and spend an average of three days a week at our Sofia office as part of our hybrid work model.

Are you ready to take your career to the next level?

Send your CV in English. Wondering how our interview process looks like now? Learn more here: https://bit.ly/paysafeinterviews

Equal Employment Opportunity
Paysafe provides equal employment opportunities to all employees, and applicants for employment, and prohibits discrimination of any type with regard to ethnicity, religion, age, sex, national origin, disability status, sexual orientation, gender identity or expression, or any other protected characteristics. This policy applies to all terms and conditions of recruitment and employment. If you need any reasonable adjustments please let us know. We will be happy to help and look forward to hearing from you.