Business Escalation Manager

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Publish Date: Jan 25, 2023

Location: Frankfurt, Hesse, IT

Company: worldline


Worldline is the European leader in digital payments and number four worldwide, powered by over 20,000 employees in more than 50 countries. Every day, our technology provides the trusted infrastructure for millions of people and businesses around the world - and we´re just getting started. We are on an exciting journey to lead the way towards the next frontier of payments. Our ambitions are extraordinarily high, and we need the best people in the world to bring them to life – people like you. So if you are a highly skilled Business Escalation Manager looking to make a real impact on the world, join our journey!

The opportunity

Are you cool in crisis mode? Do you like to solve incident or problems in a time-critical, complex technical and financial environments including communication with top management? Then the role as Business Escalation Manager may be one for you!

You will coordinate Major Incidents within our infrastructure, transversal and across countries. And of course, more relevant, you will try to proactively avoid these incidents.

About the team

Our mission is to continuously reduce the incident resolution time and business impact for all mission & business critical services, by handling analysing and avoiding Major Incidents. Team spirit is really important as the team is very dependent upon one another. The team consists of 9 persevering professionals with strong characters, located within Europe.

Your day-to-day responsibilities include

Avoiding incidents by

  • Keeping action plans, knowledge about the infrastructure and financial flows, business communication templates, documentation and colleagues up-to-date
  • Exercising Major Incidents, performing proactive risk analysis to identify potential issues, based on past incidents

Handling incidents by

  • Initiating and steering Major Incident/Crisis process and coordinate all key topics like communication with all parties involved (including top management) with support of Business Continuity Management
  • Being the time keeper throughout the resolution process in order to assure incident resolution within SLA’s, KPI’s and critical paths

Learning from resolved incidents by

  • Investigating on the technical, process and organizational root cause
  • Actively organizing post incident reviews and coordinating that resolution is gained, root cause is analysed, lessons are learned
  • Defining action plan and assuring their execution based on common IT processes.

Signs of success

The Business Escalation Management Team is recognized within the organization in contributing to decrease the visibility and risk exposure of Major Incidents to the external world. This team is part of the successful global expansion of Worldline.

Skills we can't do without:

In this critical role within Worldline you will need proven ability in production support and operation or service delivery management. You are the right person for us if you’re an open-minded Teamplayer with ability to prioritize in challenging situations. You enjoy working with various partners, especially with senior leaders.

Other skills required:

  • Proven work experiences in a complex international environment
  • You prefer working in a process-oriented way and have a pragmatic, solution- and customer focused way of working
  • You have the flexibility to be called 24/7 and to work in shifts on-duties mode.
  • Ability to read, understand and write Major Incident Reports.
  • Excellent coordination and communication skills, fluent in English and German.
  • Willingness to work partially On-Site in Frankfurt am Main

Skills we would like to see:

It would be phenomenal if you have the following skills, too:

  • Possesses a detailed understanding of the business, the applications & IT infrastructure, ITIL process landscape.
  • Good and widespread technical background.

If you would like to know more about this position, feel free to get in touch with:

Grow with us, create tomorrow

At Worldline, we are dedicated to helping our people unlock their full potential - both professionally and personally. With comprehensive training and development programs, expert communities, and global mobility programs, you will always be able to develop and grow at Worldline - wherever you want to go and whatever you want to do. We also offer flexible hours and remote working, to empower you to be your best self at work and at home. 8 in 10 Worldliners consider Worldline a friendly place to work, and 9 in 10 are satisfied with the training & development they receive.

Worldline is proud to be an Equal Opportunity employer. We do not discriminate based upon race, religion, colour, 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 other applicable legally protected characteristics.

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