Operations Team Support (m/f/d)

Gulp Ag; Frankfurt; On-site; EUR 60,000 - 90,000; Full time

Job summary

Gulp Ag seeks an Operator to join the Operations Team, supporting the digital euro project within a Bundesbank environment. The role focuses on incident management, system and payment flow monitoring, and the setup of production and external test environments.

You will contribute to ITIL and SLA management, incident reporting, and ongoing process improvements, coordinating with the team on shift work, knowledge management, and compliance.

Qualifications

• Practical experience in a comparable role in application support with a focus on system monitoring, analysis and troubleshooting.
• Good knowledge of business processes, functional modules and support structures in Digital & Alternative Payments.
• Sound knowledge of IT Service Management (ITSM), ITIL certification is an advantage.
• Confident handling of monitoring tools and analysis of metrics, logs and traces.
• Basic knowledge of operational test management and understanding of network protocols and concepts.
• Understanding of SLAs in payment processing operations; knowledge of BCM is an advantage.

Responsibilities

• Operational Support & Incident Management: Handling external/internal requests, ticket monitoring, integration into the incident & problem management process, creation of incident reports.
• System & Payment Flow Monitoring: Proactive monitoring of liquidity and payment flows and interfaces to ensure system availability.
• Test management & IT infrastructure: Setup and management of production and external test environments; support of release changes.
• ITIL & SLA Management: Definition, implementation and monitoring of ITIL processes and SLA reporting.
• Process & Team Development: Supporting the team leader in operational shift work and knowledge management.

Skills

Application support

System monitoring

Incident management

ITIL/ITSM

Payment processes

Observability

Test management

Release management

Network concepts

Job description

We are seeking a new talent to join the Business & Technology Integration team – Support in the Operations Team as an Operator – Project Context: Setting up and implementing operational processes and test management for the digital euro (D€) at a central bank (Bundesbank environment), including interfaces to TARGET Services (T2). Main tasks: Operational Support & Incident Management: Handling external/internal requests, ticket monitoring (SCOUT, ticket management, BOM), integration into the overarching incident & problem management process, creation of incident reports. System & Payment Flow Monitoring: Proactive monitoring of liquidity flows, payment flows, and interfaces (T2/TARGET Services) to ensure system availability. Test Management & Release Changes: Technical and organizational setup and management of production and external test environments; execution of operational related tests and support of release changes. ITIL & SLA Management: Definition, implementation, and monitoring of ITIL processes (incident, problem, change, release, service level management) as well as SLA reporting. Process & Team Development: Supporting the team leader in operational shift work, knowledge management, resource planning, compliance with information security/cyber resilience, and audit support.

• Application & System Support: Practical experience in a comparable role in application support with a focus on system monitoring, analysis and troubleshooting.

• Payment transaction expertise: Good knowledge of business processes, functional modules and support structures in the area of Digital & Alternative Payments .

• Process Management & ITIL: Sound knowledge of IT Service Management (ITSM), especially ITIL (Incident Management). A relevant ITIL certification is an advantage.

• Observability & Monitoring: Confident handling of monitoring tools and experience in the analysis and processing of metrics, logs and traces.

• Test management & IT infrastructure: Basic knowledge of operational test management as well as an understanding of network protocols and concepts.

• Service Level & BCM: Understanding of Service Level Agreements (SLAs) in payment processing operations; knowledge of Business Continuity Management is an advantage.