Senior SRC Analyst

Why PayNet / Why Now

• Contribute to national critical infrastructure operating at increasing scale and complexity
• Do work with impact beyond a single organization as PayNet’s role in the ecosystem expands
• Join an organization focused on resilience, reliability, and stability as core operating standards
• Make decisions and contributions that matter at national scale

TL; DR

• Drive IT service management (ITSM), process governance, and operational excellence across Technology functions.
• Lead process improvement, workflow automation, and service optimization initiatives using ITIL, Agile, Lean, and DevOps practices.
• Manage cross-functional projects, risks, incidents, and continuous improvement efforts to improve service reliability and operational efficiency.
• Act as the bridge between Engineering, Operations, Risk, Audit, Security, and business stakeholders to ensure effective delivery and governance.

Why This Role Matters

• Ensures IT operational processes remain scalable, efficient, and aligned with business objectives.
• Improves service reliability and minimizes operational risks through strong governance and process controls.
• Drives automation and process standardization to increase productivity and reduce manual effort.
• Supports critical incident management, root cause analysis, and continuous service improvement.
• Provides visibility into project, operational, and service risks to protect PayNet's critical technology environment.

What You Will Actually Do

• Analyze, design, document, and improve IT operational processes and workflows.
• Facilitate collaboration across Engineering, Risk, Audit, CISO, and business teams to implement process improvements.
• Drive ITSM practices, service management processes, ticketing tool governance, and service-level monitoring.
• Participate in incident reviews, risk assessments, and post-mortem reporting to improve operational resilience.
• Manage internal team projects, while manage enterprise project risks, and ensure compliance implementation of technology initiatives.

Examples of This Role in Practice

• Lead an initiative to streamline Service Management workflows and to improve operational efficiency, velocity while complying to the necessary regulatory controls.
• Conduct process maturity assessments and recommend improvements to align with best practices.
• Coordinate a major system migration involving multiple technical and business teams while managing risks and dependencies.
• Facilitate post-incident reviews, identify root causes, and drive corrective actions to prevent recurrence.
• Collaborate technology related audit with Internal Audit Division to provide details and drive across operations and technology division.

What Will Help You Succeed

Required

• Degree in Computer Science or related field.
• Minimum 5 years of experience in IT Operations, IT Service Management, Project Management, or Process Improvement.
• Strong understanding of ITIL, Agile, Lean, DevOps, and service management principles.
• Experience managing cross-functional initiatives, projects, risks, incidents, and stakeholders.
• Excellent communication, analytical, problem-solving, and documentation skills.

Good to have

• ITIL certification.
• Experience in banking, payments, financial services, or regulated environments.
• Experience in software development or IT operations environments.
• PMP, Agile, Scrum, or project management certifications.
• Hands-on experience with JIRA, Microsoft Project, ServiceNow, or similar ITSM/project management tools.