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.
Skills Required
- Experience in support and operations
- Ability to manage communication with project managers
- Skills in incident management and problem resolution
- Experience in operational management tools
- Excellent communication skills
What We Do
At Global Blue, we firmly believe that enhancing the shopping experience drives performance. Our mission is to seamlessly connect shoppers and brands worldwide by simplifying the shopping experience and boosting retailer performance. With over 40 years of industry expertise, we have pioneered Tax Free Shopping and expanded into the Payment and Post-Purchase business. As a technology partner, we lead our industries with innovative technology and data-driven insights, bringing unparalleled value at every touchpoint along the shopping journey. We support retailers in handling over 35 million Tax Free Shopping transactions every year and our payment partners in elevating the experience of more than 31 million transactions worldwide. Our post-purchase solutions also cater to the needs of over 47m e-commerce shoppers. Listed on the New York Stock Exchange, we generated €20bn Sales in Store and €311M revenue in FY 2022/23. Our diverse community of over 2,000 employees represent more than 80 nationalities across 53 countries. At Global Blue, we cultivate a culture of empowerment, encouraging our teams to collaborate and support one another. Together, we innovate, create, and strive towards a brighter future for the businesses we serve. With Global Blue, enjoy the journey.
