Nature and aim of the position
The holder of this position is responsible for supporting all Global Blue business applications assigned – validation and refunding related and has to ensure that the tasks assigned to him/her are fulfilled with high quality and short delivery time.
As part of the application support team, the position cooperates with internal departments and external vendors to constantly improve the delivery of Global Blue’s business applications.
Main duties and responsibilities
- providing 2nd level support for the assigned IT services, resolving assigned incidents/requests within SLA
- maintaining effective communication channels with all parties involved
- initiating and driving problem management activities in order to permanently remove incident root causes
- cooperating with external vendors and internal departments who act as 1st, 2nd (other 2nd level departments) and 3rd level support
- provide procedures, check lists and other documents for GBT Service Center (1st level support) and other stake holders (feed the solutions and known errors database)
- plan, document and perform changes and extensions for the services managed
- deploying software releases to production and non-production environments using automation tools
- constantly improving Global Blue team supported services in terms of availability, capacity and efficient resource utilization and performance
- providing on-call duty for a broad range of IT services as part of a team schedule
- defining and requesting monitoring options (SCOM) and define and leverage operational management tools (SPLUNK)
- Identify continuous improvement opportunities and implement automated solutions by developing and executing scripts for the purpose
Reporting and collaboration
The holder of the position reports directly to the Service Delivery Manager, Validation and Refunding.
The position is based in Portugal (Porto/Lisbon/remote) and could require sporadic travelling.
The position requires close collaboration within the Infrastructure and Operations teams, the respective CAS and REX Unit of Value teams and has dependencies within Global Blue Technology.
Profile and education
- relevant IT and/or business administration related education concluded
- customer service oriented
- operational "hands-on" attitude
- good understanding of and proven efficiency in:
- business processes and applications
- SQL query tools
- reporting tools
- basic scripting and/or programming skills:
- broad-based general IT competence
- strong analytical, problem-solving and organizational skills
- independent and self-motivating personality
- high quality standard levels
- excellent English language skills (oral & written)
- excellent verbal and written communication, interpersonal and team skills, including the ability to work effectively with multinational contacts
- ability to manage and respond to changes in priorities
Specific skills and knowledge
- minimum 2-4 years of professional experience in a similar application support role
- hands on experience in supporting business applications in large or medium scale environments
- experienced with load balancers or high availability concepts
- basic skills in web server administration, understanding of web services and service oriented architecture
- experience in collaboration with software development teams or outsourcing contractors
- proven ability to work in a matrix organization with teams distributed in different time zones
- work experience within an international environment (desirable)
- ability to write SQL queries
- experience and ability to write scripts
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