Job Description

About The Role:

Are you passionate about keeping systems bulletproof and ensuring seamless experiences for millions of users worldwide? Paysend is looking for a high-energy, eagle-eyed IT Monitoring Specialist to join our dynamic ROC (Reliability Oversight and Control) team!

In this vital role, you are the front-line guardian of our global platform. Our ROC team acts as the mission control for Paysend, delivering 24/7 monitoring and observability across our entire infrastructure. You won't just be watching dashboards - you’ll be directly safeguarding every single transaction our customers make, ensuring their money transfers are fast, reliable, and frictionless. If you thrive in high-stakes, collaborative environments and get excited about cutting-edge tech and flawless service reliability, we want to hear from you.

What You'll Do (Responsibilities):

• Work as a member of the 24x7 ROC team on a rotating shift basis
• Monitor problems and faults, collect diagnostic data, and escalate alerts related to Paysend’s infrastructure and payment services
• Create incident reports
• Create War Rooms and coordinate engineers during critical incidents
• Escalate alerts and ensure problem ownership is correctly assigned
• Collaborate with engineers and other stakeholders to improve observability efficiency and incident escalation speed
• Diagnose technical problems using database queries and monitoring tools such as Zabbix, Grafana, OpenSearch, and DotCom
• Log analysis results in incident reports to help adjacent teams to identify solutions for recurring and critical issues
• Suggest improvements to system monitoring and response processes
• Use metrics and incident learnings to reduce noise, improve signal and shorten time-to-detect and time-to-recover
• Contribute to internal documentation that improves transparency, consistency, security and operational resilience

What You’ll Need To Be Successful In This Role:

• Ability to work in shifts (12-hour day and night schedule) from our office in central Belgrade
• English language - B1 level or higher
• Knowledge of Windows and Linux operating systems; basic level skills in operating system administration
• Troubleshooting skills
• Familiarity with basic networking concepts: TCP/IP, HTTP and other common Internet protocols
• Ability to write basic SQL queries
• Basic experience working with virtualization/containerization
• General knowledge of monitoring concepts
• Experience with monitoring tools like Zabbix and Grafana
• Experience with ITSM systems like Jira and Confluence
• Ability to react quickly in case of emergencies
• High level of responsibility and attention to detail
• Familiarity with datacenter equipment and modern computer components
• Very strong analytical and problem-solving skills
• Self-organized and proactive approach with excellent communication skills
• Ability to handle multiple priorities successfully and ability to handle stressful situations during critical incidents

Would Be Considered a Plus:

• IT-related certifications
• Knowledge of scripting languages: JavaScript, Python, Bash / sh, etc.
• Experience working with APIs
• Understanding of an IT product deployment process
• Practical experience working with Docker / Kubernetes

Why Join Paysend?

• Make a Global Impact:

Join a company that is transforming how people and businesses move money around the world. Your work will contribute to products and services that help millions of customers stay connected globally.

• Own Meaningful Outcomes:

We empower our people to take ownership, make decisions, and drive real impact. You'll have the opportunity to shape solutions, challenge the status quo, and see the results of your work firsthand.

• Grow with Us:

As a fast-growing global fintech, we offer opportunities to learn, develop new skills, take on new challenges, and advance your career across functions and geographies.

• Collaborate with Exceptional People:

Work alongside talented colleagues from diverse backgrounds and disciplines who are united by a shared ambition to build, innovate, and deliver great outcomes for our customers.

• Move Fast and Make Things Happen:

We value action, curiosity, and continuous improvement. You'll be part of a culture that encourages experimentation, embraces change, and focuses on delivering meaningful results.

• Be Part of Our Journey:

We're building the future of the global money movement. Join us at an exciting stage of growth where your ideas, expertise, and contributions can help shape what's next.