SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Tabby is a $6.5B-valued fintech company reshaping how people shop, earn, and save through flexible payment solutions. With 15M+ users and $10B+ in annual transaction volume, Tabby partners with 40,000+ global brands including Amazon, Noon, IKEA, and SHEIN.
You'll serve as the operational bridge between support, engineering, and business teams in a hybrid role combining hands-on support, process ownership, and incident management. As a 24/7 payments business, incident management is core to the position.
**Incident Management:**
Respond to alerts and incidents by triaging, assessing impact, and escalating to appropriate teams. Coordinate resolution efforts, keep stakeholders informed, participate in on-call rotation (including occasional out-of-hours alerts), and contribute to post-mortems with follow-up 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 clear 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 to accelerate request handling, incident triage, and documentation (auto-categorization, summarization, knowledge-base assistants).
**Requirements:**
- Experience in service desk, production support, or similar operational role
- Hands-on incident management experience or strong demonstrated interest
- Ability to remain structured and communicate clearly during incidents
- Strong soft skills: ownership, proactivity, high autonomy
- Experience with monitoring/logging tools (Datadog, Grafana, Kibana)
- Ability to write simple SQL queries
- Jira experience
- English proficiency sufficient for written communication and technical documentation (B2+ level)
**Nice to Have:**
- AI/LLM implementation experience in support or operational processes (chatbots, AI agents, workflow automation, prompt engineering)
- Google Cloud experience
- Google Apps Script experience
- Scripting skills (Bash, Python, Go)
- ITIL process knowledge
- Jira administration experience
