Junior Problem Manager

Department: ITOps

Employment Type: Permanent employee

Schedule: Full-time

Seniority: Entry level

Location: Remote, Almaty, Limassol

At Vivid, we're reimagining how individuals and businesses manage money. Our all-in-one app opens up a world of financial possibilities: manage your day-to-day payments, invest in global stocks, ETFs, and over 150 cryptocurrencies, earn cashback on everyday purchases, and access personalized insights to make the most of your finances - all tailored to your lifestyle.

For businesses, Vivid Business offers a powerful suite of tools, including multi-IBAN accounts, high-interest rates, business cashback, team cards, and seamless accounting integrations to streamline operations.   
Our mission? Your success. Everyone deserves the chance to see their finances flourish, and we’re dedicated to empowering our customers to make this a reality.
 
Since our 2020 launch in Germany, Vivid has rapidly expanded across Europe, earning the trust of over 500,000 customers looking for a simpler, smarter way to grow their wealth. To localize our services we are opening branches across Europe for our customers being able to enjoy using local IBANs.
With over €200 million raised from top investors and a valuation of €775 million, Vivid is where modern finance meets real opportunity. Join us and experience a new way to thrive financially.Join our Product team as a Problem Manager and take ownership of the operational reliability loop. You will manage incidents, lead structured problem management processes, and provide 3rd-line support for complex production issues.

In this role, your focus is on analysing past incidents, recurring problems, and production signals (logs, metrics, traces) to identify patterns and root causes. This includes creating and prioritising problem backlog items, coordinating implementation with engineering and product stakeholders. You will also maintain clear and up-to-date known-issues documentation for Customer Care and internal teams, while continuously improving alert quality by reducing noise, increasing coverage, and strengthening overall on-call effectiveness.

• Act as incident commander for assigned incidents: coordinate 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.

• 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 optimise 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). 
• Good practical understanding of web fundamentals and where failures typically occur.
• Clear communication and structured thinking; able to operate with incomplete information and drive closure. 
• Confident written and reading proficiency in English for technical documentation.
• Awareness of compliance requirements in fintech environments (PCI DSS, SOC 2, DORA).

• 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.