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Tabby is a fintech company that enables flexible payment solutions for shoppers and merchants globally. With over 15 million users and $10 billion in annual transaction volume, Tabby is the largest and fastest-growing fintech in the GCC region, valued at $6.5 billion.
You will serve as a ServiceDesk Engineer in a hybrid operational role that bridges support, engineering, and business teams. This is a 24/7 payments business where incident management is core to the position.
Key Responsibilities:
Incident Management:
- Respond to alerts and incidents by triaging, assessing impact, and escalating to appropriate teams
- Coordinate resolution efforts and maintain stakeholder communication
- Participate in on-call rotation, including occasional out-of-hours alerts
- Contribute to post-mortems and track action items
Operational Support:
- Handle requests from support teams and colleagues
- Investigate technical issues using logs, metrics, and SQL queries to identify bugs and create development tasks
- Maintain runbooks and documentation for L1 and L2 support teams
Process & Tooling:
- Improve support and incident management processes
- Automate routine tasks and contribute to internal tools (BackOffice, alerting systems)
- Explore and implement AI/LLM-based solutions for request handling, incident triage, auto-categorization, summarization, and knowledge-base assistants
The role requires staying structured and communicating clearly under pressure, with strong ownership and proactivity. You'll work in a fast-paced operational environment with frequent multitasking and context switching.
Requirements:
- Experience in service desk, production support, or similar operational role
- Hands-on experience with incident management or strong interest in it
- Ability to stay structured and communicate clearly when systems break
- Strong soft skills: ownership, proactivity, high autonomy
- Experience with monitoring and logging tools (Datadog, Grafana, Kibana)
- Ability to write simple SQL queries
- Experience working with Jira
- English proficiency sufficient for written communication and technical documentation (B2+ level)
Nice to Have:
- Experience implementing AI/LLM tools in support or operational processes (chatbots, AI agents, workflow automation, prompt engineering)
- Google Cloud experience
- Google Apps Script experience
- Scripting skills (Bash, Python, Go)
- Understanding of ITIL processes
- Jira administration experience
Note: This role involves out-of-hours on-call work and is not suitable if you require a stable schedule, find frequent context switching stressful, or prefer deep-focus work over fast-paced operations.
