Junior Incident Manager (m/f/d)

Ratepay • Berlin

Full-time

Berlin

from today

Your Mission

Ratepay is a dynamic and innovative fintech company dedicated to revolutionizing payment solutions in the online retail sector. We empower e-commerce businesses with flexible and secure payment options, allowing them to optimize their revenue streams. We are a BaFin-regulated FinTech company committed to implementing the stringent requirements placed on us. As part of our compliance and operational excellence, we are seeking an Incident Manager to join our team. This role is crucial in ensuring smooth incident management, adherence to SLAs, and effective change management processes.

The Incident Manager will be responsible for managing and resolving incidents, enhancing incident handling processes, and overseeing change management within the company. This role is pivotal in maintaining operational stability and compliance with regulatory standards.

Key Projects/Challenges: The Incident Manager will be responsible for enhancing our processes for handling incidents, SLAs, and audits. Additionally, they will manage change management processes for company-wide changes and ensure compliance with BaFin and the new EU compliance standard, DORA..

 
Key Responsibilities:

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.
Working hours from 8 AM to 5 PM and readiness for on-call duties, which are compensated monetarily

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.

Change Management:

Communicate, prepare, and publish company changes to be announced.

Project Management:

Analyze and advise on recurring incidents to develop long-term solutions.

Your Profile

You are comfortable speaking and writing/reading in German - this is an essential requirement (and also English)
Very good communication skills, decisiveness and an analytical approach
Knowledge of common tools and ticket systems (Powerpoint, Excel, Outlook, MS Teams)
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
Time management skills to manage deadlines and deliveries

Preferred Qualifications:

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

Equal Opportunities & Diversity

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 200 employees and 40 different nationalities, we take our values seriously. These include ownership, growth, integrity, collaboration, customer centricity and inclusion.

The sweet spot! Let’s talk perks.

We're more than just a workplace – we're a vibrant community of innovators, collaborators, and visionaries who love what we do and reward those who work with us. Here, your career isn't just a job. It's an opportunity to thrive, learn, and make a difference. Take a look at these great personalised benefits of working at Ratepay On a monthly basis, you can choose between mobility, fitness, food, training and 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 (Eye examination etc.)

Monthly lunches as well as Beets & Roots discounts

Learning and development (Access to various self-development platforms such as language learning and skills enhancement.

Community connect. We take certain days off to give back to the community as a unit. (Animal shelters, homeless aids, and various charities)

Health & wellbeing

Gym memberships and fitness

Ratepaw community: Our office has a floor which is dog-friendly. So, bring your pawsome pet to work when needed.

Our Recruitment Process

Step 1: Intro Call with a Senior Talent Partner

The first call with our recruiter is meant to be an introduction to ratepay, our culture and recruitment process.

We want to get to know you better, understand who you are beyond your CV and find out what excites you.

Step 2: Meet your future Manager

This step is designed to get to know your future manager and the role better.

During this conversation we will dive deeper into your experience and share more about the team you would work with and share expectations from both sides.

Step 3: Team interview & skill assessment

This step looks slightly different in different business areas but is to assess technical and culture add.

It usually consists of a role-specific case study or technical assessment as well as assessing values alignment with some senior members of the team you would be joining.

Step 4: Coffee chat (optional)

This step doesn't occur in every process, it depends on the role.

The coffee chat would generally take place with either a senior stakeholder from the business area you are joining such as a C-level leader or Head of department, or in some cases with a Senior HRBP.

Ready to shape the future of digital payments? Join our team

Apply now!

Want to learn more about other opportunities at ratepay? Explore our other departments:

Commercial Customer Service Data & Analytics Finance & Controlling Legal, Compliance, IT Security Marketing & Communications People & Organisation Product Risk Management Strategy & Special Projects Working students, Interns Initiative application