The opportunity

Context

Worldline delivers payment and transaction services that thousands of banks, merchants, and millions of end-users rely on every single day. The stability and resilience of these services are not optional, they are fundamental to the trust our clients place in us and to the smooth functioning of the financial systems we support.

You will join the Stability, Resilience & Reporting (S2R) function, part of IT Operations within Technology & Operations. S2R is a strategic oversight function whose mission is to identify and eliminate the systemic problems that threaten service stability, and to become the organization’s single source of truth for performance reporting.

Rather than reacting to isolated incidents, S2R looks across the whole landscape, hunting for patterns, challenging findings with facts, escalating blockers and driving accountability up to the chain. It combines transverse oversight, escalation authority, and data-driven transformation to continuously strengthen the resilience of the organization.

About the Role

As Resilience Monitoring & Reporting Expert, you will be at the heart of this mission. You will transform the oversight of incidents and problems into a data-driven discipline, and turn raw operational data into live, actionable insight through one trusted, centralized reporting capability. Because reporting is only as trustworthy as the data behind it, you will also safeguard the quality of the underlying data, ensuring the KPIs we publish can be relied upon with confidence.

You will operate in a highly transversal, cross-functional environment, working closely with platform managers, operational teams, and the network of staff responsible. Your work will directly support the delivery of tiered reporting, from executive cockpits down to operational drill-downs, all built on one trusted source of truth. You will also contribute to laying the groundwork for future advanced capabilities such as modelling, predictive analysis, and near-real-time monitoring. As the function evolves toward more proactive insight, you will also help us explore and leverage AI to work smarter, especially for reporting automation.

This is a role for someone who thrives on connecting the dots, challenging the status quo with evidence, and building the data foundations that keep critical services stable and resilient.

Day-to-day responsibilities

What you’ll Do

• Monitor the full lifecycle of Major Incidents and Problems across platforms
• Track RCAs and related corrective/preventive actions with Problem Managers
• Help assessing residual risk levels and the effectiveness of mitigations to prevent reoccurrence
• Support hunting for patterns across incidents and problems to surface systemic weaknesses
• Consolidate incident and problem data into a single source of truth
• Define and run sanity checks and quality assurance controls on the underlying databases
• Protect KPI integrity/reliability by raising alerts and driving remediation in case of data quality issue
• Build, maintain and automate the centralized reporting framework for Major Incidents/Problems
• Explore and apply AI techniques (e.g. for data anomaly detection, automated reporting…)
• Produce tiered reporting on Major Incidents/Problems, RCA progress and action closure.
• Monitor performance targets, moving towards proactive, near-real-time insight
• Carry out ad hoc analyses of deviations, and record evidences for audit and compliance.

What success Looks like

• Centralized, trusted and automated reporting for Major Incidents and Problems
• Trusted KPI underpinned by robust data-quality controls
• Related RCA delivery and Actions progress measurably improved
• Recurring and systemic issues surfaced earlier and resolved
• Trustworthy reporting to rely on to prioritize resilience improvements
• Performance targets tracked in near real time, with deviations caught early
• Manual effort progressively reduced with AI/automation, speed/depth of our insight sharpened

Who are we looking for

Skills we can’t do without:

• Solid experience in Incident and Problem Management within a complex IT operations environment
• Strong analytical and data skills, consolidating operational data and turning it into actionable insight
• Rigorous approach to data quality, identifying anomalies, gaps and inconsistencies in large datasets
• Proven reporting and data-visualization expertise, ideally Power BI
• Genuine foundation of AI and its practical applications in data usage to build on
• Good working knowledge of ITSM processes (ITIL model framework)
• A fact-based, critical mindset, confident to challenge findings and escalate blockers constructively
• Excellent communication skills, able to address both C-level and technical audiences.
• Rigor and attention to detail, especially around audit evidence and data integrity

Skills we’d like: 

• Hands-on experience applying AI to real use cases related to incidents, problems or reporting
• Experience building or automating reporting pipelines and data-quality checks
• Appetence in tooling and reducing manual processes
• Familiarity with data validation techniques for querying and profiling databases
• Exposure to predictive analytics, modelling or near-real-time monitoring
• Knowledge of the payments / financial services industry and its regulatory context (e.g. DORA)
• Familiarity with ITSM tooling (e.g. ServiceNow)
• Experience assessing ITSM process maturity and delivering improvements
• A coaching, knowledge-sharing and continuous-improvement mindset

Perks & Benefits