Incident Manager (m/f/d)

• Are you an Incident Manager with German language skills?
• Are you passionate about ensuring the stability and service of IT & financial systems?
• Are you a pro at conducting incident response and thrive in dynamic environments?
• Do you want a role that offers a rewarding challenge, great culture and large impact? 

Ratepay is seeking a talented and dedicated Incident Manager to join its IT Service Management team and we'd love to hear from you!

As Incident Manager you are part of our IT Service Operation team and support keeping real-time payments running 24/7 at Ratepay (don't worry, payments experience is not required).
You'll play a critical role in ensuring the efficient and effective resolution of incidents and disruptions that impact our organization's operations and will be responsible for coordinating incident response efforts, minimizing the impact of incidents, and ensuring that lessons learned are applied to prevent future occurrences with new strategies and processes.
 
What You'll Do

Incident Response Management:

• Interpret messages from our monitoring and assess the impact of change processes on our operations
• Oversee the incident response process from initiation to resolution.
• 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.
• Ensure timely communication and reporting of incidents to relevant stakeholders.

Incident Analysis and Investigation:

• Conduct thorough post-incident reviews to identify the root causes of incidents.
• Document incident details, actions taken, and lessons learned.
• Work closely with technical teams to analyze data and evidence related to incidents.
• Develop and implement incident prevention strategies based on findings.

Incident Communication:

• Maintain clear and concise communication channels during incident response, keeping stakeholders informed.
• Prepare incident reports and updates for management and executive teams.
• Facilitate incident communication to external parties, such as customers or regulatory authorities, as necessary.

Continuous Improvement:

• Establish and maintain an incident management process that aligns with industry best practices.
• Identify areas for improvement in incident response procedures and drive necessary changes.
• Foster a culture of continuous learning and improvement within the incident management team.

Documentation and Reporting:

• Maintain detailed records of all incidents, response activities, and resolutions.
• Generate incident reports and analyze incident data to identify trends and opportunities for improvement.

Training and Development:

• Provide training and guidance to team members and other relevant stakeholders on incident management best practices.
• Conduct tabletop exercises and drills to ensure preparedness for potential incidents.

• You are comfortable speaking and writing/reading in German - this is an essential requirement (and also English)
• Strong understanding of incident management frameworks and methodologies, e.g., ITIL
• Willing to be on-call (once per month with paid on-call allowance provided)
• Very good communication skills, decisiveness and an analytical approach to solving IT error situations.
• Knowledge of common tools and ticket systems 
• Knowledge of the IT landscape and the general terminology used amongst IT/technology departments 
• You are a strong customer and service-oriented person and can translate the IT language for our customers

Bonus Experience

• Relevant certifications (e.g., ITIL) 
• Experience in change management 

• Flexible working hours and hybrid working options to balance work and family life
• Surrounded by entrepreneurial people with plenty of room for creativity and new ideas
• A stable working environment (we are part of the Nexi Group - one of the biggest financial groups in Europe)
• Room for personal growth and professional development
• Trustful interaction in a welcoming team with flat hierarchies
• A highly diverse and culturally ambitious business with 40+ nationalities
• A challenging job in a rapidly growing industry
• The opportunity to work within a fast-moving industry leader combining modern technology and standards

Our benefits 

• Company and team events, knowledge exchange and the opportunity to contribute your ideas
• Generous private pension scheme - Ratepay matches 100% of your contribution up to 100 Euros per month
• The chance to get involved in social projects as part of our sustainability initiative
• Become a digital nomad: Work with Ratepay from any country (subject to Data Privacy satisfaction) for up to 3 months per year
• Annual BVG allowance to supplement the cost of public transport in Berlin
• Equipment support allowance
• Seasonal vaccinations, health checks and eye exams
• Self-care days & 28 days vacation
• Employee Bereavement plan
• Social Friday, where employees can take a half day off to contribute to a community initiative
• Access to a corporate benefits platform where employees can get great discounts and offers for a range of online shops and activities
• Free language learning through Babbel as well as group live classes for those who want to improve their English or German
• Access to learning platforms like Udemy for teams can attend conferences and, if included in their P&D goals, can attend additional training sessions.
• Relocation assistance package* (if applicable to your situation)

We value our diversity and welcome everyone to our team, regardless of ethnic and social background, religious beliefs, worldview, gender, sexual orientation, physical and mental limitations, age, marital status, educational background and nationality.
With over 250 employees and 40+ different nationalities, we take our values seriously. These include; ownership, growth, integrity, collaboration, customer centricity and inclusion (4/6 of our C-Level Board members are female).