Incident and Problem Management with internal and external partners

• Proactive detection of incidents through monitoring and observability tools
• Leading the continuous improvements on observability tools and alerts
• Coordination and facilitation of Incident War Rooms for fast and efficient remediations
• Leading the continuous learning and improvements through Incident Analysis and lessons learned
• Ensuring roadmap integration of lessons and action items identified through Post Incident analysis
• Manage SLO/SLAs levels (internal to Mangopay and of external partners)

Incident and Problem Management with internal and external partners

• Proactive detection of incidents through monitoring and observability tools
• Leading the continuous improvements on observability tools and alerts
• Coordination and facilitation of Incident War Rooms for fast and efficient remediations
• Leading the continuous learning and improvements through Incident Analysis and lessons learned
• Ensuring roadmap integration of lessons and action items identified through Post Incident analysis
• Manage SLO/SLAs levels (internal to Mangopay and of external partners)
• Managing stress level: zen/10

Manage cross-program schedules and operations for localization and QA globally
• Act as a global project leader to the regional localization offices, drive consistent and organized global processes
• Provide visibility on the portfolio’s workload and global capacity planning
• Design and maintain global localization asset management pipelines
• Collaborate with production, regional teams and external vendors to successfully deliver on program goals
• Inform stakeholders on program scope, status, risks, issues and key learnings
• Capture and communicate program-related business, functional and creative information
• Design and analyse program KPIs in line with global localization PMO strategy
• Understand the value of focused partner engagement and leverage relationships to influence others, without having direct authority
• Coordinate SLAs, contracts and financial planning to support outsourcing pipelines
• Maintain an in-depth understanding of the products and related localization & testing procedures
• Use data analytics to make business decisions and improve efficiency

EU Payments testing
User Flow Audits
Project management for small to medium scale projects ( 40 out of 200 projects a year)
Test cases/suite creation for small to medium scale projects
Risk assessment report to stakeholders
Web & Mobile Content integration testing
Front-end and Regional User Experience Web & Shop apps testing
Working in a Multicultural and multilingual team of testers.

Customer support
billing, account and technical support through phone calls, emails and Web
chat.

Managing back office and support escalation requests (including major investigations on clients' accounts)

Answering tickets and phone calls mainly about World of Warcraft