Junior Incident Manager (m/f/d)

Permanent employee, Full-time · Berlin

Deine Mission

Bei Ratepay setzen wir uns dafür ein, die Welt der digitalen Zahlungen zu revolutionieren. Gegründet im Jahr 2009, sind wir mittlerweile Europas führender White-Label-Anbieter für Buy Now Pay Later-Zahlungslösungen und verarbeiten über 2,5 Millionen Transaktionen pro Monat. Mehr als 200 Mitarbeitende arbeiten gemeinsam daran, maßgeschneiderte, hochmoderne Zahlungslösungen für führende Online-Händler und Marktplätze zu entwickeln.
Der Incident Manager ist verantwortlich für das Management und die Lösung von Vorfällen, die Weiterentwicklung der Incident-Prozesse sowie die Überwachung des Change Managements innerhalb des Unternehmens. Diese Position spielt eine zentrale Rolle bei der Sicherstellung der operativen Stabilität und der Einhaltung regulatorischer Anforderungen.

Wichtige Projekte/Herausforderungen: Der Incident Manager wird unsere Prozesse im Bereich Incident Handling, SLA-Management und Audits weiterentwickeln. Darüber hinaus verantwortet er die Steuerung unternehmensweiter Change-Management-Prozesse und sorgt für die Einhaltung der BaFin-Vorgaben sowie des neuen EU-Compliance-Standards DORA.
 
Key Responsibilities:

Incident Response Management

Interpretieren von Meldungen aus unserem Monitoring und Einschätzen der Auswirkungen von Change-Prozessen auf den operativen Betrieb
Übernahme und Steuerung des Incident-Response-Prozesses von der Einleitung bis zur Lösung
Schnelle Bewertung der Schwere und Auswirkungen von Vorfällen sowie entsprechende Priorisierung der Maßnahmen
Zusammenarbeit mit funktionsübergreifenden Teams zur Zusammenstellung und Koordination von Incident-Response-Teams bei Bedarf
Sicherstellung der zeitnahen Kommunikation und Berichterstattung von Vorfällen an relevante Stakeholder
Arbeitszeit von 8:00 bis 17:00 Uhr sowie Bereitschaft zur Übernahme von Rufbereitschaften, die zusätzlich vergütet werden

Dokumentation und Berichterstattung

Pflege detaillierter Aufzeichnungen aller Vorfälle, Reaktionen und Lösungen
Erstellung von Incident-Reports und Analyse von Vorfalldaten zur Identifikation von Mustern und Verbesserungspotenzialen

Change Management

Kommunikation, Vorbereitung und Veröffentlichung von unternehmensweiten Änderungen

Projektmanagement

Analyse und Beratung bei wiederkehrenden Vorfällen zur Entwicklung nachhaltiger Lösungen

Das bringst Du mit

Sehr gute Deutsch- sowie Englischkenntnisse in Wort und Schrift – dies ist eine zwingende Voraussetzung
Ausgeprägte Kommunikationsfähigkeit, Entscheidungsfreude und eine analytische Denkweise
Sicherer Umgang mit gängigen Tools und Ticket-Systemen, insbesondere PowerPoint, Excel, Outlook und MS Teams
Gutes Verständnis der IT-Landschaft und der allgemeinen Terminologie in IT- und Technologieabteilungen
Starke Kunden- und Serviceorientierung mit der Fähigkeit, IT-Fachbegriffe für Nicht-Techniker verständlich zu vermitteln
Effizientes Zeitmanagement, um Fristen und Liefertermine zuverlässig einzuhalte

Wünschenswerte Qualifikationen:

Relevante Zertifizierungen (z. B. ITIL)
Erfahrung im Change Management

Chancengleichheit & Vielfalt

Wir schätzen unsere Vielfalt und heißen jeden in unserem Team willkommen. Unabhängig von ethnischem und sozialem Hintergrund, religiösen Ansichten, Weltanschauung, Geschlecht, sexueller Orientierung, körperlichen und geistigen Einschränkungen, Alter, Familienstand, Bildungsstand und Nationalität. Mit über 200 Mitarbeitern und 40 verschiedenen Nationalitäten nehmen wir unsere Werte ernst. Dazu gehören: Eigenverantwortung, Wachstum, Integrität, Zusammenarbeit, Kundenorientierung und Inklusion.

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Über uns

We dare to design the future of payments. Ratepay is energy and diversity and: custom-made state-of-the-art payment solutions. Established in 2009 we were a fintech before the word fintech even existed. Today we are the number one white-label Buy Now Pay Later payments provider in Europe handling over 2.5M transactions per month and we’re constantly growing.

We are where we are because we work together as one team. Because we got the freedom to execute ideas. And above everything: because we never stop improving. Here it is all about shared goals not about the big ego. We are dedicated pros (more than 210 of them) not cons. We embrace being courageous, committed and decisive, warm-hearted and having the will to win.

We have our origin in the heart of the payment scene and cover the whole value chain from integration support to the dunning process with a core of AI-based risk management. With us, you can integrate direct debit, instalments and prepayment. In other words: the favourite payment methods in Germany, Austria and Switzerland (the Dutch like it too). Located in the middle of Europe’s fintech metropolis (Berlin) we are proud to work with major partners such as Eurowings, Ebay and About You and hundreds more.

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.

That's What You Bring Along

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

That's How Working With Us Will Be

Stability & Innovation: Become part of a dynamic fintech company that is transforming the financial industry through innovation and technology.

Work with a diverse and talented team committed to pushing boundaries and setting new standards.
We are part of the NEXI Group - one of the biggest financial groups in Europe

Culture & Social: Work with a diverse and talented team (we have 40+ nationalities!) committed to pushing boundaries and setting new standards.

Collaborate at our brand-new office in the heart of Berlin: enjoy BBQs on our rooftop terrace and connect with colleagues over freshly brewed coffee from our barista coffee machine.
Experience regular company and team events: monthly free lunch, summer party, all-hands meetings, guest speakers, conferences & events.
Community Connect – get involved in one of our social projects, as part of our sustainability initiative

Growth: Unlock endless opportunities for professional development and advancement as you drive fintech excellence.

Buddy Program for language learning: improve your English or German through tandem sessions with your colleagues.
Access to learning platforms, and if included in your P&D goals, you can attend additional training sessions.
Personal Development Plans - your career progression is taken seriously with us

Flexibility: We offer flexible working hours and hybrid working options to balance work and family life.

We offer flexible working hours and hybrid working options to balance work and family life.
Recharge your batteries by enjoying 28 days of vacation every year
Become a digital nomad: Work with Ratepay from any EU country for up to 1 month per year.
Ratepaw Community: Our office has a floor which is dog-friendly. So, bring your pawsome pet to work when needed

Rewards: Enjoy a competitive salary and benefits package that reflects your expertise and contributions.

Generous private pension scheme- Ratepay match 100% of your contribution up to 50 Euros per month.
Flexible benefits - You have a monthly budget of 30 euros to choose between several benefits, for example, public transport subscription, grocery stores voucher, sports clubs, and many others.

Extra Benefits: We provide home office equipment, including screens and keyboards, to ensure you have the right setup when working from home.

Access to a corporate benefits platform where employees can get great discounts and offers for a range of online shops and activities.
Take part with your colleagues in company sponsored sport events or attend one of our employee organized fitness sessions.

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.

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About us

We are where we are because we work together as one team. Because we got the freedom to execute ideas. And above everything: because we never stop improving. Here it is all about shared goals not about the big ego. We are dedicated pros (more than 250 of them) not cons. We embrace being courageous, committed and decisive, warm-hearted and having a will to win.

We have our origin in the heart of the payment scene and cover the whole value chain from integration support to the dunning process with a core of AI-based risk management. With us, you can integrate direct debit, instalments and prepayment. In other words: the favourite payment methods in Germany, Austria and Switzerland (the Dutch like it too). Located in the middle of Europe’s fintech metropolis (Berlin) we are proud to work with major partners such as Eurowings, Ebay and About You and hundreds more.

Apply for this job

Your application

Thank you for considering a career at Ratepay GmbH. Please fill out the following form. In case you are experiencing problems with the document upload, mail your documents to jobs@ratepay.com.