Incident Manager (m/f/d)

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.

Tasks

• 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.

Requirements

Must-have skills:

• Around 4 years of hands-on experience in service and incident management
• Proficient in German (C1) and English (B2), both written and spoken
• Available to work standard hours (8:00–17:00) and open to compensated on-call shifts
• Strong communication skills paired with a decisive and analytical mindset
• Familiar with common ticketing and collaboration tools (e.g. Jira)
• Experience working with monitoring solutions such as OpsGenie, Grafana, or CheckMK
• Confident using Microsoft Office tools (PowerPoint, Excel, Outlook, MS Teams)
• Solid understanding of IT environments and commonly used terminology in tech departments
• Service-minded and able to bridge the gap between technical teams and customers in an accessible, customer-friendly way
• Reliable time management and organizational skills to meet deadlines and ensure smooth delivery

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.

Benefits

• Flexible working hours
• Work remotely (EU for up to 4 weeks a year)
• 28 vacation days per annum
• Financial security including Pension plan
• Medical extras (Eye examination etc.)
• Monthly lunches as well as Beets & Roots discounts
• Learning and development (Access to various self-development platforms such as language learning and skills enhancement.
• Health & wellbeing
• Gym memberships and fitness
• Ratepaw community: Our office has a floor which is dog-friendly. So, bring your pawsome pet to work when needed.

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.