Offer summary

Qualifications:

Proven experience in service operations, incident management, or service delivery in a tech environment., Excellent stakeholder engagement and relationship-building skills., Technical fluency with understanding of system dependencies and platform interactions., Comfortable working with enterprise tooling like ServiceNow and PagerDuty..

Key responsibilities:

Act as a frontline lead for service operations across partner-facing platforms.

Manage incident response end-to-end, including triage, coordination, and resolution.

Conduct post-incident reviews and support root cause analysis and problem management.

Collaborate with teams to track service stability, performance, and improvement opportunities.

Job description

About us:

Amach is an industry-leading technology driven company with headquarters located in Dublin and remote teams in UK and Europe.

Our blended teams of local and nearshore talent are optimised to deliver high quality and collaborative solutions.

Established in 2013, we specialise in cloud migration and development, digital transformation including agile software development, DevOps, automation, data and machine learning…

We're looking for a hands-on Service Operations & Incident Manager to support a dynamic team managing platforms that power data-driven loyalty solutions for global partners. This is a high visibility role where you'll work across multiple functions, ensuring service stability, managing incidents, and driving continuous improvement.

You'll work closely with a range of major loyalty partners, maintaining strong service performance, smooth partnership interactions, and seamless incident handling; requiring a mix of relationship management, technical understanding, and operational leadership.

Key responsibilities:

Act as a frontline lead for service operations across partner-facing platforms
Manage incident response end-to-end: triage, coordination, communication and resolution
Run post-incident reviews, coordinate root cause analysis (RCAs) and support ongoing problem management
Work across teams to track service stability, performance and improvement opportunities
Collaborate with product and delivery teams to support service readiness and handover processes
Configure and manage tooling such as ServiceNow and PagerDuty
Take part in a rotational on call support

What we're looking for:

Proven experience in service operations, incident management, or service delivery in a tech-led environment
Confident communicator with excellent stakeholder engagement and relationship-building skills
Able to operate under pressure and coordinate multiple teams and functions
Comfortable working with enterprise tooling like ServiceNow and PagerDuty (or similar)
Some technical fluency - able to understand system dependencies and how platforms interact

Desirable skills:

Experience supporting or working with digital products or services is a plus
Previous exposure to service acceptance or product to service transition is desirable

What’s in it for you:

An opportunity to join a fast-growing company
Options for career advancement
Learning and development opportunities
Flexible working environment
Competitive salaries based on experience

Equal Opportunity Employer:

Amach is an equal opportunity employer and makes employment decisions on the basis of merit. We celebrate diversity and are committed to creating an inclusive environment for all employees. This job description is intended to convey essential responsibilities and qualifications for this role, but it is not an exhaustive list of tasks that an employee may be required to perform.

If you are passionate about driving customer success, advising on strategic solutions, and contributing to product innovation, we would love to hear from you!

Not for you?

Check out all of our open positions in our careers page and follow us on LinkedIn for future opportunities.

P.S. Share this with friends and co-workers! Don't be afraid they'll steal it from you, if you're amazing and smart we'll find a role for you. We are growing fast and we are always looking for talented people.

At Amach, we strive to be an inclusive community of open-minded individuals with different backgrounds and we are committed to fostering, cultivating and preserving a culture of diversity, equity and inclusion. We strongly believe that a diversity of experience and background is essential to create a fulfilling environment and better solutions for our people and our customers. All Amach employees and contractors are expected to honour this policy and act to ensure that every individual is respected in the workplace.

Your personal data

Amach will process your personal information in accordance with the EU's General Data Protection Regulation (GDPR). We will comply with data protection law and principles, which means that your data will be:

Used lawfully, fairly and in a transparent way
Collected only for valid purposes and not used in any way that is incompatible with those purposes
Relevant to the purposes we have told you about and limited only to those purposes
Accurate and kept up to date
Kept only as long as necessary for the purposes we have told you about
Kept securely

If you would like to contact us about your data, please use the following address: info@amach.com

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