Incident Manager

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We are the innovators at the heart of the payments technology industry, shaping how the world pays and gets paid. The solutions our people build today power the growth of millions of businesses tomorrow. From your local coffee shop to unicorns and international banks. From San Francisco to Auckland. We are in every corner of the world, in every part of commerce. And just as we help our customers accelerate their business, we are committed to helping our people accelerate their careers. Together, we shape the future of payments.

Day-to-Day Responsibilities

• Manage and drive ITIL incident and jeopardy management best practices.
• Lead, coach, and mentor a team of analysts to meet all KPIs, service targets, and quality standards.
• Conduct regular weekly meetings to discuss team objectives and issues.
• Manage workload distribution using telephony and ticketing systems to ensure SLA adherence.
• Provide technical and procedural support to team analysts.
• Ensure service excellence and professionalism through ongoing process assessments.
• Participate in relevant training and qualification courses.
• Handle complaints and escalations effectively for customer and business satisfaction.
• Consistently meet service desk performance targets.
• Adhere to company policies, processes, and procedures.
• Maintain high organization and analytical skills.
• Prioritize tasks effectively with excellent time management.
• Manage a large team across varying shifts comfortably.

Who Are We Looking For

We seek big thinkers who can drive positive change, show initiative, and have a passion for learning and growth. Specifically:

• Practiced in ITIL incident and problem management.
• Experience managing a team and task distribution.
• Flexible to assist other teams or work on ad hoc projects.
• Confident in managing site operations if required.

Flexibility to work shifts and cover weekends as needed.

At Worldline, you'll:

• Be part of a company recognized as one of the top 1% most sustainable globally.
• Work with inspiring colleagues and accelerate your career.
• Enjoy 30 days holiday plus 4 bank holidays.
• Access private medical cover and virtual GP services.
• Benefit from shopping discounts and cashback offers.
• Choose flexible benefits via salary sacrifice.
• Receive life assurance (1x salary or 4x if in a pension scheme).
• Participate in a pension scheme with company contributions up to 10%.

Application Process

We aim to respond within 7 working days. Selected candidates will undergo a screening interview, followed by an interview with a Line Manager if shortlisted.