About this role
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.