Incident Response Specialist

Who Are We?

Bottomline is on a mission to be the world’s leading business payments company, aligning our team to the common purpose of transforming the way businesses pay and get paid.

It’s is a journey that goes around the world serving financial institutions and companies in more than 90 countries. Our offices across EMEA are conveniently positioned to enable a fulfilling and flexible, hybrid work-life balance. Places to collaborate and share knowledge across multidisciplinary teams, the offices also provide the perfect space to meet virtually with our colleagues across time zones.

Offices in Theale, London, Paris, Geneva, Zurich, Or Yehuda, Beirut and Prishtinë cover our financial technology solution suite and delivery model, supporting our customers across sales, programme management, operations, technical support, and development hubs.

 

Culture and Values

We are one global team, who work with and for each other in a drive to delight customers through excellent execution, which fuels how we create and grow sustained business value for our customers, our team and all who partner with us.

Our culture encourages people to be brave and curious, to drive to closure and to ensure our principles are lived out daily.

We excel at Bottomline because we are positive and passionate about building a #LifeAtBottomline

 

Role

We are looking for Incident Response Specialist to innovate, win and grow with us in Prishtine! 

The ITSM engineering team is responsible for creating and ensuring adherence to processes that govern production environments. They need to partner with other stakeholders to drive continual improvement within Bottomline. We should seek to find the balance between streamlining processes for ease-of-use while keeping risk down for our customers.

 

How you’ll contribute:

• Execute and improve ITSM processes related to Incident, Problem and Change Management
• Understands, follows, and contributes to the refinement of ITSM processes, and create/analyse reports.
• Work with Product teams to capture application user experience in SLIs/SLOs
• Work with stakeholders to ensure process adherence.
• Respond to escalations as part of an on-call rotation.
• Shows demonstrable ownership and follow-up of direction given.
• Consistently shows initiative and drives work independently.
• Offers creative, alternative approaches to current ways of doing things.
• Identifies and manages risks making effort to mitigate or raising appropriately for guidance.
• Proactively and consistently raises and reports on design deficiencies and product/operational/project risks.
• Relates effectively to people across all levels, including leaders, peers, and other team members.

 

If you have two or more of the skills listed below, we would like to hear from you.

• Ability to communicate clearly with peers and leaders to convey complex problems in a simple manner, keep notes and report on events.
• Highly organised, ability to juggle tasks and prioritise appropriately.
• Solid understanding and use of tools (Jira, PowerBI, Grafana, etc.) to automate processes or report on data.
• Demonstrates strong commitment to personal learning and development.
• Proven experience in relative field and/or a degree in related technologies
• Hands on experience in core focus
• Excellent written and verbal communication skills.
• Contributing to complex documentation
• Ability to breakdown complex processes and explain them to non-technical members of the team.
• Simplifies complex business problems to help engineering team conduct root cause analysis.
• Supports data gathering and assimilation to formulate a hypothesis and conducts an objective root cause analysis using a structured problem-solving approach.
• Meets specific skills outlined in job description for specific role.

 

We welcome talent at all phases of their career, understanding and supporting additional needs (where applicable) as we look to innovate, win, and grow together.

Bottomline is proud to be an equal opportunity employer. We are committed to treating all individuals in a fair and equal manner by creating an inclusive and open environment.