Edenred

Digital payments platform for employee benefits

Head of Product & Application Support

IT OperationsConfirmed live in the last 24 hours

Full-timeBuenos Aires, ArgentinaNo salary listedIn-person

About the Job

Requirements

At least 3 years of experience managing digital products.
A university degree or advanced progress toward a degree in technology, systems, or a related field.
Experience in incident management, problem management, support of critical applications, and IT service management tools such as ServiceNow, Jira, or Remedy; Jira is desirable.
Knowledge of enterprise applications, basic architecture, and production environments.
Knowledge of integrations, including APIs, services, and interfaces.
Ability to analyze logs and perform debugging and troubleshooting.
Understanding of business processes such as billing and operations.
Ability to lead and develop teams.
Advanced spoken and written English.

Responsibilities

Ensure operational continuity of production applications through efficient management of incidents and requests.
Implement problem management methodology for product, integration, and back-office issues by defining and implementing the problem management model, identifying patterns and grouping recurring incidents, conducting root-cause analysis on critical problems, prioritizing problems based on business and customer impact, and ensuring structural problems become part of the product backlog.
Prioritize, coordinate, and supervise end-to-end incident resolution, ensuring compliance with defined service-level agreements.
Manage critical integrations by monitoring production behavior, detecting performance degradation such as latency and errors, leading real-time analysis of integration incidents, coordinating resolution with external teams, and prioritizing stabilization of business-critical integrations.
Manage critical cases by coordinating multifunctional teams and temporary task forces or squads, implementing differentiated service models for strategic customers, ensuring follow-up and effective communication, and leading the handling of high-impact incidents.
Manage relationships with key users and communicate the status of incidents and improvements.
Identify application improvement opportunities and propose solutions with development teams.
Monitor application performance and coordinate preventive actions to avoid recurring incidents.
Ensure incidents, solutions, and technical knowledge are properly documented in a knowledge base.
Coordinate with infrastructure, development, and external provider teams to resolve problems.
Lead and motivate the support team, providing direction, professional development, and a results focus.

Desired Qualifications

Experience with Jira.

Take a step forward and let Edenred surprise you.

Every day, we deliver innovative solutions to improve the life of millions of people, connecting employees, companies, and merchants all around the world.

We know there are hundred ways for you to grow. With us, you will expand your skills in a multicultural, challenging, and dynamic environment.

Dare to join Edenred and get ready to thrive in a global company that will offer you endless opportunities.

Edenred is all about meritocracy. You come as you are, and you contribute. Indeed, the Edenred Group recognizes, recruits and develops all talents and singularities.

We are committed to preventing all forms of discrimination and to providing all our candidates with equal opportunities regardless of their gender and gender expression, disability, origin, religious belief and sexual orientation or any other criteria.

Las principales responsabilidades del rol son:

Asegurar la continuidad operativa de las aplicaciones productivas mediante la gestión eficiente de incidentes y requerimientos.
Implementar metodología de Problem Management a problemas de producto, integración y backoffice, llevando adelante los siguientes procesos: Definir e implementar el modelo de gestión de problemas, Identificar patrones y agrupar incidentes recurrentes, Realizar análisis de causa raíz (RCA) sobre problemas críticos, Priorizar problemas en función de impacto en negocio y cliente y Asegurar que los problemas estructurales se transformen en backlog de producto.
Priorizar, coordinar y supervisar la resolución de incidentes end to end, asegurando el cumplimiento de SLA definidos.
Gestionar integraciones críticas monitoreando el comportamiento de integraciones en producción, detectando degradaciones de performance (latencia, errores), liderando el análisis de incidentes en integraciones en tiempo real, coordinando resolución con equipos externos (ej: Nectar) y priorizando la estabilización de integraciones críticas para el negocio.
Gestión de casos críticos coordinando equipos multifuncionales (task force / squads temporales), implementando modelos de atención diferenciada para clientes estratégicos, asegurando el seguimiento y comunicación efectiva y liderando la gestión de incidentes de alto impacto.
Gestionar la relación con usuarios clave, garantizando una adecuada comunicación sobre el estado de incidentes y mejoras.
Identificar oportunidades de mejora en las aplicaciones y proponer soluciones en conjunto con equipos de desarrollo.
Monitorear el desempeño de las aplicaciones y coordinar acciones preventivas para evitar incidentes recurrentes.
Asegurar la correcta documentación de incidencias, soluciones y conocimientos técnicos (knowledge base).
Coordinar con áreas de infraestructura (GTA), desarrollo y proveedores externos para la resolución de problemas.
Liderar y motivar al equipo de soporte, proporcionando dirección, desarrollo profesional y foco en resultados.

El perfil y competencias necesarias para el rol:

Experiencia: Mínimo 3 años de experiencia en gestión de productos digitales.
Competencias Profesionales:
- Graduado universitario o estudiante avanzado de carreras de tecnología, sistemas o afines.
- Excelentes habilidades de comunicación y capacidad para interactuar con múltiples niveles de la organización.
- Experiencia en gestión de incidentes, problem management, soporte de aplicaciones críticas y herramientas ITSM (ej. ServiceNow, Jira, Remedy). Deseable Jira.
- Conocimiento de aplicaciones empresariales, arquitectura básica y entornos productivos.
- Conocimiento de integraciones (APIs, servicios, interfaces)
- Análisis de logs, debugging y troubleshooting
- Comprensión de procesos de negocio (facturación, operaciones)
- Capacidad de liderazgo y desarrollo de equipos de trabajo.
- Pensamiento analítico y orientación a la resolución de problemas.
- Inglés avanzado, oral y escrito.
- Alineación con los Valores Edenred y principios Dream Team.

Apply now and Vibe with Us!

About the Company

Edenred

Digital payments platform for employee benefits

Edenred provides a digital services and payments platform for the working world, connecting 60+ million users, 2+ million merchants, and nearly 1 million corporate clients across 45 countries. Its offerings cover employee benefits (like Ticket Restaurant), mobility services, employee engagement tools, and corporate payment instruments, all delivered through a digital platform and apps that often integrate with mobile wallets and partner services. It differentiates itself by its global scale, broad range of benefits and payments solutions, and a track record of France-specific innovations (virtual Ticket Restaurant, braille restaurant cards, Edenred Télétravail, and Edenred+). Its goal is to simplify daily life for employees, improve well-being, attract talent, and boost company performance by making benefits and payments seamless.

Company size: 5,001-10,000
Company stage: IPO
Headquarters: Issy-les-Moulineaux, France
Founded: 1983

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