Crisis manager Control Tower F/H

Job Description

About Worldline

Worldline [Euronext: WLN] is the European leader in the payment and transactional services industry. With innovation at the core of its DNA, Worldline’s core offerings include pan-European and domestic Commercial Acquiring for physical or online businesses, secured payment transaction processing for banks and financial institutions, as well as transactional services in e-Ticketing and for local and central public agencies. Thanks to a presence in 30+ countries, Worldline is the payment partner of choice for merchants, banks, public transport operators, government agencies and industrial companies, delivering cutting-edge digital services. Worldline’s activities are organized around three axes: Merchant Services, Financial Services including equensWorldline and Mobility & e-Transactional Services. Worldline employs circa 11,000 people worldwide, with estimated pro forma revenue of circa 2.3 billion euros on a yearly basis. worldline.com

Job description

The Control Tower Team is part of Worldline PS organization. The mission of the Production Analyst is to continuously reduce the incident resolution time and business impact for all Worldline mission & business critical services, by managing, analyzing and avoiding major incidents.

The Production Analyst is responsible to oversee and coordinate the overall Worldline real time production.

Real time Event Management / Incident management:

The Production Analyst must ensure in real time the quality of the Worldline production:

• Have the Global overview of the production:
• Overview of all real time events
• Overview of all planned changes
• Concentrate of information coming from all Worldline production sites and coordination them when needed.
• Ensure that all alerts are taken into account in accordance with the SLA.
• have the overall knowledge of the major services delivered to our customers, including the SLAs and the related architectures.
• Ensure that the relevant documentation exists for each major service.
• Create and maintain any non-existing documentation needed

He/she validates and publish a global production report including any incident with customer impact

To continuously improve the quality of the production (CSI), He/she gives input to the related Second Line Support.

In case of suspicion of major incident :

• He/she evaluates the potential impact in accordance with SLA
• He/she communicates to the WL management, to the Service Delivery Managers and the Business Units
• He/she starts and animates the Crisis meeting
• He/she coordinates all the actors until full resolution : He/she ensures that all actions are under control, he escalates in case of loss of time or lack of resources
• He/she prepares the “Major Incident Report” in coordination with the Incident Manager

Change management:

Considering the ongoing real time events, He/she gives the authorization to apply the changes approved by the CAB

Risk Management/ Problem Management:

The Production Analyst reports any risk identified during the real time event management :

• He/she gives inputs to the PS Risk Manager and/or Problem Manager
• He/she proposes improvement action plan

Skills

• About 10 years’ experience in production support and operation or service delivery management.
• Has proven leadership skills.
• Has excellent coordination and communication skill, business fluent English.
• Ability to prioritize, structure.
• Ability to perform under stress.
• Good analytical skills and solution driven.
• Critical thinking and problem solving skills.
• Pragmatic but at the same time process minded.
• Time keeper skills.
• Possesses a thorough understanding of the business, the applications & IT infrastructure, ITIL process landscape.
• Good and widespread technical background.
• High initiative, decisiveness, customer orientation goal-oriented and assertive behavior.
• Flexibility to be called 24/7 and to work in shifts

Language:

• Fluent English is mandatory,
• French, Dutch, German, Italian or Spanish are a plus.

Location: All WL& eWL sites

The team will perform during business days and On duty during NWH

Why work at Worldline?
Our success comes from strong skills, new ideas, diverse points of view and the energy of all women and men from Worldline. Not only do they represent our Human Capital, they are also key players in our success. We make managing our talents a major asset in the success of our business.
At Worldline, we do more than just managing our talents. It is our top priority to involve them, inspire them, and develop them. In line with our guiding principle “Build your career and grow with us”, it is our mission to ensure that their potential can grow and flourish through the numerous development programs and career opportunities we offer.

Your Application
If you wish to apply for this position, please click below to complete our online application form and attach your CV in either Word, rtf or text format.
Worldline is an equal opportunity employer. All applicants will be considered for employment without attention to their race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. Our recruitment decisions are based solely on qualifications, skills, knowledge and experience and relevant business requirements.
We are committed to making reasonable adjustments to the applications process for people with disabilities.