Title:  Incident Manager

Incident Manager

Dalgety Bay, Dunfermline

This is Worldline

We are the innovators at the heart of the payments technology industry, shaping how the world pays and gets paid. The solutions our people build today power the growth of millions of businesses tomorrow. From your local coffee shop to unicorns and international banks. From San Francisco to Auckland. We are in every corner of the world, in every part of commerce.  And just as we help our customers accelerate their business, we are committed to helping our people accelerate their careers. Together, we shape the evolution.

Day-to-Day Responsibilities​

• You manage and are responsible for driving ITIL incident/ jeopardy management best practice 

• You lead, coach and mentor a team of analysts, to ensure all the team members meet all KPI’s, service targets and quality standards met 

• You perform regular weekly meetings with the team to discuss team objectives and any pertinent issues 

• You manage workload distribution using our telephony system/ ticketing tool to ensure all Service Desk SLA’s are met 

• You provide technical and procedural assistance to the analysts within the team 

• You drive the Customer Service within the team ensuring service excellence and professionalism is continually at the highest possible level, including ongoing assessments of processes and procedures 

• You participate in internal or external qualifications or training courses as deemed appropriate by the training team or line manager 

• Signs of success 

• You handle complaints and/ or escalations to the best possible resolution for the Customers and the business 

• Service Desk performance targets met consistently 

• You adhere to company policies, processes and procedures at all times 

• You are very well organised and analytical 

• You have outstanding time management skills with the ability to prioritise tasks effectively 

• You are comfortable with managing a large team across varying shifts  

Who Are We Looking For

We look for big thinkers. People who can drive positive change, step up and show what’s next – people with passion, can-do attitude and a hunger to learn and grow. In practice this means:

• Awareness/ practice ITL incident/ problem management 

• You have previous experience in managing a team and distributing tasks

• You are happy to show flexibility within the role, offering assistance to other teams as workloads allow or working on specific ad hoc projects if required

• You are confident in your ability to run the site if required

You can be flexible in shifts and work weekends / cover when required

Perks & Benefits

At Worldline you’ll get the chance to be at the heart of the global payments technology industry and shape how the world pays and gets paid. On top of that, you will also:

• Be part of a company guided by a strong purpose to do good and recognized as top 1% of the most sustainable companies in all sectors worldwide.
• Work with inspiring colleagues and be empowered to learn, grow and accelerate your career.
• Have 30 days holiday + 4 bank holidays
• Have employee private medical cover, access to a virtual GP service
• Access to discounts and cash backs on shopping *
• Purchase a range of flexible benefits through salary sacrifice
• Have an Income protection @ 67% of base salary for 5 years, subject to Ts & Cs
• Have a Life assurance – 1 x salary if not in a pension scheme, 4 x salary if joins the pension scheme
• Have Pension – the company will match contributions up to 10%

Application Process

We will endeavour to respond to all applicants within 7 working days. If selected, you can expect a screening interview with a recruiter and if moving to the next stage, there will be an interview with a Line Manager.

Shape the evolution

We are on an exciting journey towards the next frontiers of payments technology, and we look for big thinkers, people with passion, can-do attitude and a hunger to learn and grow. Here you’ll work with ambitious colleagues from around the world, take on unique challenges as a team, and make a real impact on the society. With an empowering culture, strong technology and extensive training opportunities, we help you accelerate your career - wherever you decide to go. Join our global team of 18,000 innovators and shape a tomorrow that is yours to own.

Learn more about life at Worldline at jobs.worldline.com

We are proud to be an Equal Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as an individual with a disability, or any applicable legally protected characteristics.