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.

We have many hardworking and dedicated peers that would love for you to work with them. We are committed to continuous improvement. We are always looking for new and innovative ways to improve quality, reduce costs, build excellent solutions, and grow customer happiness. We would like to welcome an organized, innovative and process driven colleague to our team.

IT Service Desk Analyst – Incident Management

We set up, operate 24/7 and maintain in operational condition on Google Cloud Platform the 3 applications that respectively handles all the mail distribution lists of the Worldline, Atos and Eviden groups.

These Distribution Lists are used for both internal company exchanges and exchanges with our customers and suppliers. The smooth running of these services is essential to the business of the Worldline, Eviden and Atos groups.

We are looking for 1 experienced person to take over all the organization of the team : ensure 24/7 operation, maintenance of the platform in operational condition, development of software and infrastructure upgrades and corrections and end user support.

You will be our customer's main contact, as well as the main responsible in the ecosystem (customer, end-user, database engineer, system and network engineers, messaging system managers, etc.

The main objectives expected for this position is :

[CUSTOMER SATISFACTION] Develop the climate of trust, satisfaction and collaboration with our customers ATOS, WORLDLINE and EVIDEN

• Achieve exemplary customer satisfaction as well as rapid incident resolution.
• Always respond to the customer and understand their needs or issues.
• Ensure that our SLA are always met referring to our contracts
• Systematically involve management in any issue that could lead to customer irritation, by providing the right level of information (context, issues, responsibilities, actions and deadlines)

[FINANCIAL] Ensure the profitability of our projects

• For any change or new project requested by the customer:
  • Plan and perform the implementation if this can be part of daily operations / If this is not the case, draw up a quotation to get paid for the new project
  • If your work is paid by a quotation : check that the time you and the team spends does not exceed the respective workload sold to the customer. If so, report to management.

[OPERATIONAL EFFICIENCY] Daily operations and Documentation 

• Participate to the priorities definition of the day to day tasks that the team will handle
  • Use and update the TODOList + JIRA tools to report all the new tasks to be done : for each task describe customer / platform concerned, priority, content of the task, who is responsible and the target delivery date
• Document every incident in a KEDB uploaded in Sharepoint describing : application, incident start / end time, root cause analysis and resolution applied
• Help the team maintain the solution in operational condition on a Production environment
• Maintain and update all documentation (functional and technical specifications, test books, deployment procedures, fault resolution and escalation procedures, etc.).
• Be part of continuous improvement for the platform and processes !

These projects may involve working on non-working days and hours (1 or 2 weekends a year / incidents implying working non business hours may happen once a month max.)

The technical skills required are :

• Linux – Strong knowledge
• Postgres SQL – Strong knowledge
• Knowledge of email operating modes and protocols (knowing how to use postfix 3.5.8 and SYMPA 6.2.74 will be a plus), and usage of GCP platforms are required.

Your profile:

• Education: Degree (Bac+5) in IT, Systems and Networking, or equivalent by experience.
• Proficient in Linux (command-line) and PostgreSQL SQL; capable of investigating issues to identify the root cause and provide clear, customer-oriented resolutions.
• Strong customer focus with excellent written and spoken communication, able to explain technical concepts to non-technical users.
• Quick problem-solver with experience in triaging incidents, proposing simple, effective solutions, and escalating when appropriate.
• You are familiar with or interested in agile approaches and continuous improvement.
• Autonomous, organized, and collaborative; comfortable working in a 24/7 support environment.
• Your skills & knowledge in distributed information systems will enable you to successfully carry out the missions entrusted to you.

The tasks you will be carrying require autonomy and a technical curiosity that will encourage your willingness to learn on a daily basis.

Why Join Us?

At Worldline, we believe that embracing diversity and promoting inclusion drive innovation and success. We foster a workplace where everyone feels valued and empowered to bring their authentic selves. Through extensive training, mentorship, and development programs, we support your growth and help you make a meaningful impact.

Join a global team of passionate professionals shaping the future of payments technology—where your ideas, experiences, and perspectives are appreciated and celebrated.

We are an Equal Opportunity Employer.
We do not discriminate based on race, ethnicity, religion, color, national origin, sex (including pregnancy and childbirth), sexual orientation, gender identity or expression, age, disability, or any other legally protected characteristics. We are committed to creating a diverse and inclusive environment for all employees.

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

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