Lisse, South Holland, Netherlands
I am highly motivated and driven with excellent interpersonal and leadership skills, currently leading and managing a distributed team of 7 Incident Response Engineers across Europe to drive 24/7 operational resilience. I am an execution-focused team player who actively participates in on-call rotations and utilizes platform monitoring to manage real-time alerts, evaluate business impact, and rapidly mobilize Engineering, Reliability, Security, Risk, and Compliance teams to drive incident resolution. With a proven track record of identifying and removing inefficiencies, I transform post-incident data into strategic reports and insights that optimize internal workflows, influence product reliability, and satisfy financial industry compliance frameworks like DORA. In addition to my technical operational skills, I have a strong passion for coaching team members to reach their full potential. Whether through 1-to-1 mentorship or structured progression goals, I invest heavily in individual development to help my team thrive and maintain high performance standards. I have hands-on experience working with PagerDuty, Datadog, Jira, Google Workspace, Slack, and Apple environments, supported by a basic understanding of Java and SQL. I thrive under pressure and can work to tight deadlines without compromising the quality of my work. My strong work ethic and expertise in cross-functional incident lifecycle management make me a valuable asset to any organization seeking to elevate platform resilience and operational excellence.
Leading and managing a team of 7 Incident Response Engineers across Europe, driving 24/7 operational resilience and incident mitigation. In this role, I actively participate in the on-call rotation to maintain deep operational insight, directly utilising our observability stack to monitor platform health and manage real-time alerts. Beyond managing incident communications internally and externally, I am responsible for the end-to-end incident response lifecycle: accurately diagnosing service disruptions, evaluating business impact, and rapidly mobilizing the correct Engineering, Reliability, Security, Risk or other teams to drive resolution. I transform post-incident data into comprehensive reports and strategic insights, collaborating closely with cross-functional stakeholders to satisfy financial industry compliance frameworks like DORA, optimize internal workflows, and influence product reliability. Additionally, I oversee daily operations, team workflows, and employee professional development through regular coaching, 1-to-1 mentorship, and structured progression goals.
Payment Operations and Finance: •Lead payment operations, managing merchant debit and credit processes, daily payouts, and payment reconciliation investigations. •Lead monthly client invoicing, ensuring prompt delivery and resolving invoice-related inquiries for effective financial management. Cliente Support/Technical Support: •Provide technical support to clients, collaborating with the development team to enhance system features for improved client satisfaction. •Contribute to software development initiatives aimed at enhancing day-to-day support processes and overall system functionality. (Self Development) Compliance and KYC Operations: •Manage KYC, AML, and transaction monitoring processes, ensuring compliance with regulatory standards and facilitating client onboarding. •Lead a team responsible for conducting client KYC checks and maintaining adherence to regulatory requirements. Cross-Functional Collaboration and Continuous Improvement: •Collaborate with cross-functional teams to streamline operational processes and drive organisational growth initiatives. •Proactively identify opportunities for process enhancement and operational optimisation, contributing to continuous improvement initiatives. Team Leadership and Development: •Provide leadership and mentorship to the KYC and Transaction Monitoring team, fostering a culture of excellence and continuous learning. •Empower team members to achieve their full potential and contribute to the collective success of the organisation.
As a Team Leader at Mollie, I managed a team of 13+ employees who worked across the Dutch, German, Belgian, and French markets. Our team was dedicated to providing technical support to both merchants and internal stakeholders on matters related to Mollie integrations, e-commerce platforms, Mollie APIs, and the Mollie Platform. I also managed the team of Incident Management, where we oversaw both internal and external communications, incident mitigation, and collaborated with engineering and commerce teams to ensure timely resolution of technical issues. Responsibilities: * Daily monitoring of technical queries coming from either merchants or internal stakeholders. * Investigating inefficiencies and improving team processes. * Monitor work flows and conduct quality reviews to ensure high standards in line with company policies. * Daily monitoring of incidents and making sure communications are done timely and with high quality. * Liaise with Management Team on incident management communication procedures and strategies. * Working closely to engineering teams on improving documentation and workflows in relation to Incidents. * Liaise with Technical Partner Managers assisting their teams on the development and improvements of plugins and integrations and providing support to external developers. * Coaching employees by starting with their development goals and supporting them to achieve these goals. * Conduct 1-2-1 meetings with staff. * Work closely with HR with regards to dispute resolutions, disciplinary procedures, interviewing candidates to join our team.
As a Team Leader at Booking.com I led a team of 10+ multicultural employees working in the French, German, Italian, Spanish and English speaking countries. Responsibilities: * Daily monitoring of metrics, investigating inefficiencies, and implementing process improvements to enhance team performance. * Monitor workflows and conduct quality reviews to ensure high standards in line with company policies. * Liaise with management to provide regular updates on workflows and changes, and to collaborate on improving team performance. * Coach and develop team members by starting with their development goals, conducting quarterly reviews to assess progress, and providing ongoing feedback. * Conduct 1-2-1 meetings with staff to discuss their performance, goals, and development needs. * Facilitate team meetings to communicate results, celebrate successes, and identify areas for improvement. * Collaborate with HR on dispute resolutions, disciplinary procedures, interviewing candidates, and hiring for the team. * Monitor attendance. * Perform other ad-hoc tasks as requested by management to support the team and the company's goals.