Service Quality Manager

• Level: Junior, Middle
• Type: B2B
• English Level: from B2
• Location: Poland (preferably Łódź or Kraków); the team meets in the Łódź office once per month.
• Skills: AWS ETL NFT

Responsibilities

• Own incident and problem management tickets related to technical service availability and quality.
• Participate in on-call rotation for incident response.
• Investigate and replicate reported issues to assess the impact on service quality.
• Use IT expertise to guide resolver tech teams and ensure accountability.
• Manage incidents and problems from third-party partners/providers by coordinating with their support teams.
• Prepare clear, fact-based Root Cause Analysis (RCA) documentation.
• Create actionable tickets from RCA findings to drive continuous improvement.
• Track key performance indicators for incident and problem

Product

Founded in Paris in 2014, Ledger is a global platform for digital assets and Web3. Ledger is already the world leader in Critical Digital Asset security and utility. With more than 6M devices sold to consumers in 200 countries and 10+ languages, 100+ financial institutions and brands as customers, 20% of the world’s crypto assets are secured, plus services supporting trading, buying, spending, earning, and NFTs.