Incident Manager (m/f/d)
Incident Manager (m/f/d)
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
Your Mission
Ratepay is seeking an experienced Incident Manager with a strong background in incident and change management including expertise in process optimization SLA adherence and regulatory this role you will be responsible for managing and resolving incidents improving incident handling processes and overseeing company-wide change management. You will play a key role in ensuring operational stability and compliance with BaFin regulations and the upcoming EU standard DORA
Your Key Responsibilities:
- Interpret messages from our monitoring and assess the impact of change processes on our operations.
- Oversee the incident response process from initiation to resolution within SLA with Merchants.
- Quickly assess the severity and impact of incidents and prioritize response efforts accordingly.
- Collaborate with cross-functional teams to assemble and manage incident response teams as needed.
- Ensuretimelycommunication and reporting of incidents to relevant stakeholders.
- Maintain detailed records of all incidents response activities and resolutions.
- Generate incident reports and analyze incident data toidentifytrends and opportunities for improvement.
- Communicate prepare and publish company changes to be announced.
- Analyze and advise on recurring incidents to develop long-term solutions.
- Collaborate on End of Year Audit and Outsourcing Formalities.
Thats What You Bring Along
- Around 4 years of hands-on experience in service and incident management
- Proficient in German (C1) and English (B2) both written and spoken
- Available to work standard hours (8:0017:00) and open to compensated on-call shifts
- Strong communicationskills paired with a decisive and analytical mindset
- Familiar with common ticketing and collaboration tools (e.g.Jira)
- Experience working with monitoring solutions such asOpsGenie Grafana orCheckMK
- Confident using Microsoft Office tools (PowerPoint Excel Outlook MS Teams)
- Solid understanding of IT environments and commonly used terminology in tech departments
- Service-minded and able to bridge the gap between technical teams and customers in an accessible customer-friendly way
- Reliable time management and organizational skills to meet deadlines and ensure smooth delivery
- Relevant certifications (e.g. ITIL).
- Experience in change management.
- Experience with businesscontinuity.
Thats How Working With Us Will Be
Weremore than just a workplace werea vibrant community of innovators collaborators and visionaries who love what we do and reward those who work with us. Here your careerisntjust a job.Itsan opportunity to thrive learn and make a difference. Take a look at these greatpersonalisedbenefits of working atRatepay. On a monthly basis you can choose between mobility fitness foodtrainingand much more.
- Flexible working hours.
- Work remotely (EU for up to 4 weeks a year).
- 28 vacation days per annum.
- Financial security including Pension plan
- Medical extras (Eyeexaminationetc.)
- Monthly lunches.
- Learning and development (Access to various self-development platforms such as language learning and skills enhancement.
- Health& wellbeing.
- Gym memberships and fitness.
- Ratepawcommunity: Our office has a floor which isdog-friendly. So bring yourpawsomepet to work when needed.
Equal Opportunities & Diversity
About us
We dare to design the future of payments. Ratepay is energy and diversity and: custom-made state-of-the-art payment solutions. Established in 2009 we were a fintech before the word fintech even existed. Today we are the number one white-label Buy Now Pay Later payments provider in Europe handling over 2.5M transactions per month and were constantly growing.
We are where we are because we work together as one team. Because we got the freedom to execute ideas. And above everything: because we never stop improving. Here it is all about shared goals not about the big ego. We are dedicated pros (more than 250 of them) not cons. We embrace being courageous committed and decisive warm-hearted and having a will to win.
We have our origin in the heart of the payment scene and cover the whole value chain from integration support to the dunning process with a core of AI-based risk management. With us you can integrate direct debit instalments and other words: the favourite payment methods in Germany Austria and Switzerland (the Dutch like it too). Located in the middle of Europes fintech metropolis (Berlin) we are proud to work with major partners such as Eurowings Ebay and About You and hundreds more.
Required Experience:
Manager
Employment Type
Full-Time
