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.

The Opportunity

At Worldline, our technology addresses the persistent challenges of the payment world. We design and operate leading digital payment and transactional solutions that enable sustainable economic growth and reinforce trust and security in our societies. 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.

Day-to-Day Responsibilities​

• Responsible for managing P1 / P2 incidents on demand. Facilitate incident management with technical support teams
• Execution of the enterprise Incident Management process and escalating as required to ensure that incidents are being resolved timely
• Ensure that any required support staff & necessary resources (facilities, equipment, systems, ) are available, involved and focused in restoral of the system
• Determine if the Event is properly classified as an Emergency and takes appropriate actions
• Core understanding of service operations function in ITIL framework
• Own reactive and proactive incidents & track them to closure
• Manage adherence to pre-determined SLA
• Facilitate real-time war room meetings in case of Critical/severe Incident occurrence and track to closure 
• Implement & drive problem management process for recurring incidents
• Produce RCA for recurring incidents
• Strong knowledge of ITSM tools like HPSM, HPSAW, JIRA, Remedy force
• Strong reporting skills. Produce daily reports to track acknowledgement & resolution SLA.
• Strong communication and documentation skills.

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:

• Able to be assertive
• At least 4 years’ experience in Incident Management
• Assure that the technical staff is aware of how to locate site specific information, , remote access details, installed base data, Assist with acquisition of same if necessary
• University Degree or Information Technology Diploma
• Three years of professional work with experience in technical computer knowledge (Hardware, OS and Application) or Help/Service Desk

Skills we’d like:

• Knowledge of IT hosting environments
• Experience of Agile working

Shape the evolution

We are on an exciting journey towards the next frontiers of payments technology, and we look for big thinkers, people with passion, can-do attitude and a hunger to learn and grow. Here you’ll work with ambitious colleagues from around the world, take on unique challenges as a team, and make a real impact on the society. With an empowering culture, strong technology and extensive training opportunities, we help you accelerate your career - wherever you decide to go. Join our global team of 18,000 innovators and shape a tomorrow that is yours to own.

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

We are proud to be an Equal Opportunity employer. We do not discriminate based upon race, religion, color, 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 any applicable legally protected characteristics.