Incident Manager (m/f/d) bei Ratepay in Berlin Hybrid

Your Mission

At Ratepay, we are dedicated to revolutionizing the world of digital payments. Established in 2009, we have grown to become Europe's leading white-label Buy Now Pay Later payment provider, processing over 2.5 million transactions per month. Our diverse team of 200+ professionals collaborates to create customized, state-of-the-art payment solutions for major online retailers and marketplaces.

Ratepay is seeking an experienced Incident Manager with a strong background in incident and change management, including expertise in process optimization, SLA adherence, and regulatory compliance. In this role, you will be responsible for managing and resolving incidents, improving incident handling processes, and overseeing company-wide change management. You will play a key role in ensuring operational stability and compliance with BaFin regulations and the upcoming EU standard, DORA.
 
Your Key Responsibilities:

Interpret messages from our monitoring and assess the impact of change processes on our operations.
Oversee the incident response process from initiation to resolution within SLA with Merchants.
Quickly assess the severity and impact of incidents and prioritize response efforts accordingly.
Collaborate with cross-functional teams to assemble and manage incident response teams as needed.
Ensure timely communication and reporting of incidents to relevant stakeholders.
Maintain detailed records of all incidents, response activities, and resolutions.
Generate incident reports and analyze incident data to identify trends and opportunities for improvement.
Communicate, prepare, and publish company changes to be announced.
Analyze and advise on recurring incidents to develop long-term solutions.
Collaborate on End of Year Audit and Outsourcing Formalities.

That's What You Bring Along

Must-have skills:

Around 4 years of hands-on experience in service and incident management
Proficient in German (C1) and English (B2), both written and spoken
Available to work standard hours (8:00–17:00) and open to compensated on-call shifts
Strong communication skills paired with a decisive and analytical mindset
Familiar with common ticketing and collaboration tools (e.g. Jira)
Experience working with monitoring solutions such as OpsGenie, Grafana, or CheckMK
Confident using Microsoft Office tools (PowerPoint, Excel, Outlook, MS Teams)
Solid understanding of IT environments and commonly used terminology in tech departments
Service-minded and able to bridge the gap between technical teams and customers in an accessible, customer-friendly way
Reliable time management and organizational skills to meet deadlines and ensure smooth delivery

Nice-to-have skills:

Relevant certifications (e.g., ITIL).
Experience in change management.
Experience with business continuity.

Due to our hybrid work model, we are looking for candidates based in or near Berlin. Unfortunately, we are currently unable to support visa or relocation processes

That's How Working With Us Will Be

We're more than just a workplace – we're a vibrant community of innovators, collaborators, and visionaries who love what we do and reward those who work with us. Here, your career isn't just a job. It's an opportunity to thrive, learn, and make a difference. Take a look at these great personalised benefits of working at Ratepay. On a monthly basis, you can choose between mobility, fitness, food, training and much more.

Flexible working hours.
Work remotely (EU for up to 4 weeks a year).
28 vacation days per annum.
Financial security including Pension plan
Medical extras (Eye examination etc.)
Monthly lunches.
Learning and development (Access to various self-development platforms such as language learning and skills enhancement.
Health & wellbeing.
Gym memberships and fitness.
Ratepaw community: Our office has a floor which is dog-friendly. So, bring your pawsome pet to work when needed.

Equal Opportunities & Diversity

We value our diversity and welcome everyone to our team. Regardless of ethnic and social background, religious beliefs, worldview, gender, sexual orientation, physical and mental limitations, age, marital status, educational background and nationality. With over 200 employees and 40 different nationalities, we take our values seriously. These include ownership, growth, integrity, collaboration, customer centricity and inclusion.

About us

We dare to design the future of payments. Ratepay is energy and diversity and: custom-made state-of-the-art payment solutions. Established in 2009 we were a fintech before the word fintech even existed. Today we are the number one white-label Buy Now Pay Later payments provider in Europe handling over 2.5M transactions per month and we’re constantly growing.

We are where we are because we work together as one team. Because we got the freedom to execute ideas. And above everything: because we never stop improving. Here it is all about shared goals not about the big ego. We are dedicated pros (more than 250 of them) not cons. We embrace being courageous, committed and decisive, warm-hearted and having a will to win.

We have our origin in the heart of the payment scene and cover the whole value chain from integration support to the dunning process with a core of AI-based risk management. With us, you can integrate direct debit, instalments and prepayment. In other words: the favourite payment methods in Germany, Austria and Switzerland (the Dutch like it too). Located in the middle of Europe’s fintech metropolis (Berlin) we are proud to work with major partners such as Eurowings, Ebay and About You and hundreds more.

Incident Manager (m/f/d)

Arbeitsbeschreibung - Incident Manager (m/f/d)

Your Mission

That's What You Bring Along

That's How Working With Us Will Be

Equal Opportunities & Diversity

About us

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