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 .
Day-to-Day Responsibilities
1. You manage and are responsible for driving ITIL incident/ jeopardy management best practice
2. 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
3. You perform regular weekly meetings with the team to discuss team objectives and any pertinent issues
4. You manage workload distribution using our telephony system/ ticketing tool to ensure all Service Desk SLA’s are met
5. You provide technical and procedural assistance to the analysts within the team
6. 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
7. You participate in internal or external qualifications or training courses as deemed appropriate by the training team or line manager
8. Signs of success
9. You handle complaints and/ or escalations to the best possible resolution for the Customers and the business
10. Service Desk performance targets met consistently
11. You adhere to company policies, processes and procedures at all times
12. You are very well organised and analytical
13. You have outstanding time management skills with the ability to prioritise tasks effectively
14. 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:
15. Awareness/ practice ITL incident/ problem management
16. You have previous experience in managing a team and distributing tasks
17. 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
18. 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:
19. 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.
20. Work with inspiring colleagues and be empowered to learn, grow and accelerate your career.
21. Have 30 days holiday + 4 bank holidays
22. Have employee private medical cover, access to a virtual GP service
23. Access to discounts and cash backs on shopping *
24. Purchase a range of flexible benefits through salary sacrifice
25. Have a Life assurance – 1 x salary if not in a pension scheme, 4 x salary if joins the pension scheme
26. 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.