Junior Incident Manager (m/f/d)

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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 stringent regulatory requirements. 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, improving incident handling processes, and overseeing change management within the company. This role is pivotal in maintaining operational stability and compliance with regulatory standards.

The Incident Manager will:

1. Enhance our processes for handling incidents, SLAs, and audits.
2. Manage change management processes for company-wide changes, ensuring compliance with BaFin and the EU standard DORA.
3. Interpret messages from monitoring systems and assess the impact of change processes on operations.
4. Oversee the incident response process from initiation to resolution.
5. Assess incident severity and impact, prioritizing response efforts.
6. Collaborate with cross-functional teams to assemble and manage incident response teams.
7. Ensure timely communication and reporting of incidents to stakeholders.

Documentation and Reporting:

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

Change Management:

• Communicate, prepare, and publish company changes.

Project Management:

• Analyze recurring incidents and develop long-term solutions.

What You Bring:

• Proficiency in German and English (spoken and written).
• Working hours from 8 AM to 5 PM with on-call readiness, compensated monetarily.
• Strong communication, decisiveness, and analytical skills.
• Knowledge of common tools and ticket systems (PowerPoint, Excel, Outlook, MS Teams).
• Understanding of IT landscape and terminology.
• Customer and service-oriented mindset, able to translate IT language for customers.
• Good time management skills.

Preferred Qualifications:

• Experience in change management.

Working With Us:

Join a stable, innovative fintech company transforming the financial industry with a diverse, talented team. We are part of the NEXI Group, one of Europe's largest financial groups.

• Enjoy a vibrant office environment in Berlin with social and team events.
• Be involved in community projects and sustainability initiatives.
• Benefit from professional development opportunities, flexible work hours, and hybrid working options.
• Receive a competitive salary, private pension, flexible benefits, and home office equipment.

We value diversity and inclusion, welcoming all backgrounds and identities. With over 200 employees and 40 nationalities, our core values include ownership, growth, integrity, collaboration, customer centricity, and inclusion.

About us

Ratepay has been pioneering payment solutions since 2009, handling over 2.5 million transactions monthly. Located in Berlin, we work with major partners like Eurowings, eBay, and About You, covering the entire payment value chain with innovative AI-based risk management and popular payment methods in Germany, Austria, and Switzerland.