Job Description

Main duties and responsibilities

• Provide 2nd level support for the Global Blue set of Issuing Solutions.
• Assist Project Managers in communication, organization and planning for Japan and issuing related projects
• Work closely with internal and external partners to identify root case of issues, and actively participate in/drive problem management activities
• Serve as a bridge between the Central team and Local IT in terms of technology, culture and communication.
• Coordinate with Central and Local teams to prioritize incidents and escalate critical issues
• 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
• Leverage operational management tools (SPLUNK) to set up service monitoring, creation of Dashboards for Local teams
• Leading of team and product meetings with internal stakeholders
• Creation of Documentation, Guidelines and timelines for individual projects and teams
  

Reporting and collaboration

• The holder of the position reports directly to the Service Delivery Manager, Issuing.
• The position requires close collaboration within the Infrastructure and Operations teams, Technical Account Managers and Global Accounts merchants and their IT partners.