Job Description

Purpose of the role 

This role is essential for ensuring reliable delivery of stable issuing solutions for Japan, Korea, Singapore and the greater APAC region. This role will focus on deployment, configuration and support of APAC specific issuing services as well as providing backup and support for global issuing services during APAC business hours.

Responsibilities 

• Provide 2nd level support for the Global Blue set of Issuing Solutions.
• Work closely with internal and external partners to identify root case of issues, and actively participate in/drive problem management activities.
• Assess current systems and processes, and develop new tools to improve service reliability
• Leverage operational management tools to develop service monitoring and automated incident response
• Collaborate with Product Management and Engineering teams to develop automated tools & procedures for software deployment
• Plan, document and perform changes for supported services, deploy software releases to production and non-production environments
• Provide procedures, check lists and other documents for GBT Service Center (1st level support) and other stakeholders
• Proactively cultivate good relationships with Business Units and other stakeholders to ensure flawless and transparent communication channels.
• Maintain effective communication channels with all parties involved

Cross-Functional Responsibilities

• The position requires close collaboration within the Infrastructure and Operations teams, merchant partners, government agencies and their IT partners.

Key Skills

• Communication: clearly communicate requirements and objectives to both internal and external stakeholders
• Documentation: timely and accurate documentation of services and systems, track and document all changes accurately
• Problem Solving Capability: strong ability to own ongoing issuing and to lead troubleshooting and resolution of ongoing problems

Competencies  

• Technical Expertise:
  • In-depth understanding of complex distributed software architecture and CI/CD practices;
  • In-depth understanding of the deployment and management of custom applications on Windows Server / IIS
  • In-depth understanding of software build automation, processes and related tools (Jenkins, etc)
  • In-depth MSSQL analysis and reporting capabilities
• Attention to Detail:
  • High level of precision and constant “check” attitude.
• Communication & Collaboration:
  • Works effectively with respective teams and external parties to ensure seamless issuing operations and best possible perception of the Services.
• Confidentiality & Integrity:
  • Handling of sensitive data with the utmost discretion.

Skills 

• Excellent standard of written communication;
• Fluent English;
• Flexible and highly organized;
• ITSM knowledge;
• Practical understanding of software design and development
• Scripting skills (Powershell, Python, etc);
• Practical understanding of software testing methodologies
• Basic SPLUNK or other log management & analysis platform knowledge.

Qualifications and education requirements 

• Bachelor’s degree or equivalent work experience
• Minimum 5 years of practical experience in Finance, Payments, Retail, Travelling or any other transactional oriented business
• Advanced understanding or proven track record of Complex IT Systems
• Working proficiency in Japanese, German, Spanish, French or Italian is a bonus

Job Requirements