Junior Incident Manager (m/f/d)

Ratepay; Berlin; Vor Ort; EUR 45.000 - 70.000; Vollzeit

Zusammenfassung

Join a dynamic fintech company dedicated to revolutionizing payment solutions in the online retail sector. As an Incident Manager, you will play a key role in ensuring smooth incident management and compliance with regulatory standards. This position involves overseeing incident response processes, enhancing change management, and collaborating with cross-functional teams to drive operational excellence. With a commitment to diversity and inclusion, this innovative firm values ownership, growth, and customer centricity. If you're ready to make a significant impact in a fast-paced environment, this opportunity is perfect for you.

Qualifikationen

• Experience in incident and change management.
• Strong communication skills in German and English.

Aufgaben

• Manage and resolve incidents while ensuring adherence to SLAs.
• Oversee change management processes and maintain operational stability.

Kenntnisse

Incident Management

Change Management

Analytical Skills

Communication Skills

Customer Service Orientation

Ausbildung

ITIL Certification

Tools

PowerPoint

Excel

Outlook

MS Teams

Jobbeschreibung

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.

Role Overview:

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:

1. 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.

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 (an essential requirement) and English.
• Working hours from 8 AM to 5 PM with readiness for on-call duties, which are compensated monetarily.
• 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 terminology used among IT/technology departments.
• You are a customer- and service-oriented person who can translate IT language for our customers.
• Strong time management skills to manage deadlines and deliverables.

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.