Incident manager (F/M)

Worldline [Euronext: WLN] is the European leader in the payments and transactional services industry and #4 player worldwide. With its global reach and its commitment to innovation, Worldline is the technology partner of choice for merchants, banks and third-party acquirers as well as public transport operators, government agencies and industrial companies in all sectors. Powered by over 20,000 employees in more than 50 countries, Worldline provides its clients with sustainable, trusted and secure solutions across the payment value chain, fostering their business growth wherever they are. Services offered by Worldline in the areas of Merchant Services; Terminals, Solutions & Services; Financial Services and Mobility & e-Transactional Services include domestic and cross-border commercial acquiring, both in-store and online, highly-secure payment transaction processing, a broad portfolio of payment terminals as well as e-ticketing and digital services in the industrial environment. In 2019 Worldline generated a proforma revenue of 5.3 billion euros. worldline.com

Introduction

The Acceptance Retail/ Payment Platforms division is a cross country organization gathering both card present (CP) and card non present (CNP) high-volume and high-availability platforms within Ingenico/Worldline. Our common target is to move from a platform to a service organization, leveraging on our global pool of IT resources to enhance our offer and capabilities. You will be joining Worldline Group, a company in full transition to a new era of payments, covering both hardware, software, and services as tooling for merchants to grow their business. A company, that over the past 7 years has shown, a remarkable and constant appetite for market share growth.

In this strong transformation context, we are looking for a Preventive Incident Commander working for the Axis platform based in Paris and managed from France. The Axis platform is structured in Squads, each Squad is responsible for a specific part of our Product Portfolio or Technology Stack. The objective of our department is to ensure that service delivered by the Axis platform respect the SLA signed-off with our customers. Service Delivery adds value by creating trust with all stakeholders (end customers, R&D, Product, sales etc …) marketable products that help our customers to become more successful and by supporting Ingenico’s internal business processes.

(*) The Service Delivery department organizational setup is inspired by Agile manifesto and being customer-centric is a requirement.

Job Purpose/Mission

As a Preventive Incident Commander, you will work with our customer services departments in direct links with clients to provide quality service and to ensure clients get the services they need. There is a huge customer service basis, as the Preventive Incident Commander is often close to initial contact, so having easy contact, good communication quality and customer-oriented mindset is a must. You will also need to build strong relationships with our partners and service providers to ensure clients receive the best care possible

As a Preventive Incident Commander, you have three common goals, also known as the “three Cs” (3Cs) of incident management:

• Coordinate response effort
• Communicate between incident responders, within the organization, and to the outside world
• Maintain control over the incident response.

Reporting to: In Store - Platform Run manager

Also, the Preventive Incident Commander will work closely with the Incident, Change, Problem manager and coordinate the service delivery across Axis organization including relationship with all suppliers deliver IT services for the platform (AIS, MCS, R&D, etc.).

Key Responsibilities

• Ensure that the incident process respect WL policies
• Ensure that all KPIs related to incident is delivered on time
• Collaborating with the incident management team (MCS Incident Team in charge communication to end-customers) to ensure that all protocols are diligently followed
• Ensure service level delivered by supplier (example) are delivered as defined in SLA
• Commands and coordinates the incident response, delegating roles as needed.
• Prepare for incident: Make incident action plan and train teams members on best practice.
• Determine what to do during an incident (including who and what he’ll need to resolve the issue)
• Delegate task to team members during incident

Key Performance Objectives/Indicators

• Strengthen the process of managing application problems.
• Ensure the recording and follow-up of the entire application problem backlog.
• Ensure the coordination between all the actors of the first and second line of defense support, the R&D team, the MCS support.
• Empower people and create conditions of motivating environment
• Create conditions of trust between his/her team, the business and especially with the Product Owner but also with all others AXIS stakeholders

• Document the technical decisions that will be required to discuss with his/her management
• Be the main interlocutor between his/her team and other squads, especially during all alignment meetings (synchro., service increment planning)
• Ensure that his/her team fills properly their timesheets