locations
Porto - Portugal
time type
Full time
posted on
Posted Yesterday
job requisition id
JR10237
About Us:
Planet is a leading technology company transforming payments by putting customer experience first. We offer integrated solutions that include payment processing, VAT refunds, dynamic currency conversion, and management services for merchants in the Retail and Hospitality sectors worldwide.
In recent years, we have experienced significant growth, expanding our services and global presence.
With strong private equity investors, Advent International and Eurazeo, we have the financial capital and expertise to grow our capabilities and reach through acquisitions.
Our mission is to create a world of connected commerce where payments are simple, secure, and seamless, enabling our partners to deliver exceptional experiences to their customers.
Role overview:
We are seeking a highly reliable and alert ITSM MIM / Business Operations Centre (BOC) Analyst to join our 24/7 technology operations team supporting critical IT services across our financial institution. In this role, you will play a frontline role in monitoring real-time system health, responding to major incidents, and ensuring continuity of high-value services such as trading, payments, online banking, and core financial platforms.
Working in a shift-based capacity, you will act as the first point of response for technology alerts and disruptions, coordinating escalations and supporting the execution of our Major Incident Management (MIM) framework.
What you will do:
Business Operations Centre (BOC) Monitoring:
- Monitor infrastructure, applications, and transaction systems using enterprise tools (e.g., Splunk, AppDynamics, Dynatrace, SolarWinds, ServiceNow).
- Detect, triage, and escalate events that could impact financial systems or client-facing services.
- Execute shift tasks including system health checks, service dashboards, daily reports, and SLA tracking.
- Follow detailed standard operating procedures (SOPs) for issue triage, ticketing, and escalation.
Major Incident Support:
- Act as a first responder in high-severity (P1/P2) incidents, assisting with communication, conference bridges, and coordination.
- Support incident commanders by documenting timelines, stakeholder updates, and technical progress.
- Create and maintain accurate incident tickets and logs in the ITSM system.
- Escalate issues in accordance with defined procedures, including to on-call SMEs, infrastructure teams, and service owners.
Shift Operations:
- Work as part of a 24x7 team on a rotating shift pattern to ensure uninterrupted monitoring and response.
- Participate in shift handovers, clearly communicating the state of active incidents and monitoring concerns.
- Ensure knowledge articles, runbooks, and escalation matrices are followed and updated as needed.
Who you are:
- 5–8 years of experience in IT operations, service desk, infrastructure monitoring, or incident response.
- Strong understanding of ITSM processes, especially Major Incident Management, within a structured ITIL environment.
- Familiarity with monitoring tools (e.g., Splunk, AppDynamics, or equivalent) and ITSM platforms (e.g., ServiceNow & Jira).
- Basic understanding of core financial systems (e.g., payments, trading platforms, banking portals) and their criticality.
- Ability to work calmly and communicate clearly under pressure, especially during service-impacting events.
- Flexibility to work rotating shifts, including nights, weekends, and holidays.
- Preferred Qualifications:
- ITIL Foundation certification
- Experience in a financial service, fintech, or regulated technology operations environment.
- Understanding of SLAs, service uptime, and regulatory expectations (e.g., SOX, FFIEC, ISO 27001).
- Technical familiarity with networking, infrastructure, or cloud services (basic level is sufficient).
- Key Competencies:
- Proactive alert and anomaly detection
- Incident response and escalation discipline
- High attention to detail and documentation
- Effective verbal and written communication
- Team collaboration in fast-paced environments
- Dependability and shift flexibility.
Why Planet :
Planet is an equal opportunity employer where diversity is valued, and all employment is decided based on qualifications, merit, and business need.
Come and grow your career in the most exciting, fast paced technology market, with a business that delivers feel-good connected commerce. We would love to hear from you – Apply now.
At Planet, we embrace a hybrid work model, with three days a week in the office.
Reasonable accommodations may be made in order to allow for an individual to perform the essential functions of this role successfully.
About Us
Company Background
Planet provides integrated software, payment and technology solutions for its customers in the Hospitality and Retail sectors and worldwide via a network of global Financial Services Partners.
Founded over 35 years ago, we have evolved our services, delivering an innovative digital commerce platform that puts customer experience first.
With headquarters in London and around 3,000 expert employees located across six continents we serve customers in over 120 markets.