Engineer Traveller Support

Responsibilities Provide 2nd level support for the Global Blue set of traveller Solutions. Assume ownership of one TravellerHost UoV service (SAS) by becoming its designated Subject Matter Expert (SME), ensuring deep understanding of the service architecture, operations, dependencies, and support processes. Create and improve current service monitoring practices, leveraging operational management tools (SPLUNK) to optimize service monitoring Improve automation to assist deployment and maintenance of traveller solutions Plan, document and perform changes for supported services, deploy software releases to production and non-production environments using automation tools Work closely with internal and external partners to identify root case of issues, and actively participate in/drive problem management activities. Provide impact analysis. Create 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 Competencies and Expertise Core Competencies Name Definition Communication Communicates orally and in writing in a clear, concise and impartial manner. Takes time to listen to and understand the perspectives of others and proposes solutions. Ability to communicate with external partners in professional way. Adjusts communication to audience. Achieving Results Takes initiative in defining realistic outputs and clarifying roles, responsibilities and expected results in the context of the Traveller services. Identifies obstacles to reach the solution and adapts. Evaluates his/her results realistically, drawing conclusions from lessons learned. Teamwork Actively contributes to achieving team results while being open to help all colleagues. Enjoys working in a multi-cultural environment, with teams distributed in different time zones. Customer centricity Establishes effective relationships with clients to understand and meet or exceed their needs. Focusses on customer satisfaction while having an operational “hands-on” attitude and resolution orientation. Commitment to continuous process improvement 80/20 Identifies opportunities for process, system and structural improvement as well as improving current practices, increasing effectiveness and achieving efficiency gains. Actively supports the application of sound quality management standards and process improvement. Breaks deliverables into parts, prioritizes them and executes the solution according to importance, while keeping critical thinking throughout the steps being performed, as priorities may change. Functional Competencies Required Expertise Name Definition Database Management Ability to maintain and query a relational database server using MS SQL. Software Maintenance HTML/Web Tools and Technologies Automation Ability to maintain desktop and web applications built using technologies such as Javascript/C#, .NET core Web API, JSON, HTTPS, Angular. Ability to perform basic tasks in web server administration, understanding of web services and service oriented architecture. Ability to create automation scripts using PowerShell, Python, etc. Asset Competencies - Nice to have Name Definition Data Architecture Experience with data engineering and processing, e.g. SQL, Analytics/SSAS, ETLs, Azure Data Services Service Operations ITIL certification Service Reporting Splunk Certification Education, Experience and Language Skills IT and/or business administration or related education. Relevant experience shall be considered as well. Understanding of Point-of-Sale related technology and transactional systems beneficial. Minimum of 2-4 years of professional experience in a similar role. Experience with automation, configuration management and deployment scripting Experience in supporting business applications in large or medium scale environments. Experience in collaboration with software development teams or outsourcing contractors. Work experience within an international environment is desired. Excellent oral and written command of English.

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