Berlin
from today
Your Mission
At Ratepay, we are dedicated to revolutionizing the world of digital payments. Established in 2009, we have grown to become Europe's leading white-label Buy Now Pay Later payment provider, processing over 2.5 million transactions per month. Our diverse team of 200+ professionals collaborates to create customized, state-of-the-art payment solutions for major online retailers and marketplaces.
Ratepay is seeking an experienced Incident Manager with a strong background in incident and change management, including expertise in process optimization, SLA adherence, and regulatory compliance. In this role, you will be responsible for managing and resolving incidents, improving incident handling processes, and overseeing company-wide change management. You will play a key role in ensuring operational stability and compliance with BaFin regulations and the upcoming EU standard, DORA.
Key Responsibilities:
- Interpret messages from our monitoring and assess the impact of change processes on our operations.
- Oversee the incident response process from initiation to resolution within SLA with Merchants.
- 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.
- Maintain detailed records of all incidents, response activities, and resolutions.
- Generate incident reports and analyze incident data to identify trends and opportunities for improvement.
- Communicate, prepare, and publish company changes to be announced.
- Analyze and advise on recurring incidents to develop long-term solutions.
- Collaborate on End of Year Audit and Outsourcing Formalities.
Your Profile
Must-have skills:
- Proven experience in service/incident management (~4 years).
- You are comfortable speaking and writing/reading in German C1 and English B2
- Working hours from 8 AM to 5 PM and 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 (Jira, etc.)
- Background with monitoring tools (OpsGenie, Grafana, CheckMK, etc.)
- Experience with Microsoft tools (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.
Nice-to-have skills:
- Relevant certifications (e.g., ITIL).
- Experience in change management.
- Experience with business continuity.
Due to our hybrid work model, we are looking for candidates based in or near Berlin. Unfortunately, we are currently unable to support visa or relocation processes
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.
