Senior Engineer - Payments Realtime Support

Senior Engineer - Payments Realtime Support

Global Blue

What you will do

We are seeking a dynamic and experienced IT Service Delivery Manager to lead our team in delivering Global Blue Realtime Payment services and applications in alignment with industry best practices. In this role, you will manage a distributed team of engineers and work closely with different functions across the organization to ensure highest quality of delivery to our Customers. You will have direct impact on the user experience and will be involved in key projects for Global Blue.

• Lead an international support engineer team specializing in real-time payments and L2 application support
• Negotiate and set SLAs with both internal and external business stakeholders
• Lead SLA governance for the Customer portfolio, overseeing incident and problem management processes to ensure timely resolution and alignment with business targets
• Act as the Single Point of Contact (SPOC) for our internal stakeholders, streamlining escalations for Service Requests and Incidents
• Maintain a strong relationship with business owners with regular service review meetings
• Plan and execute a CIP (Continuous Improvement Plan)

Key Responsibilities

• Provide 2nd level support for the assigned IT services, ensuring incidents and requests are resolved within defined SLAs.
• Drive and coordinate Problem Management activities to identify and permanently remove root causes, including impact analysis and escalation to 3rd level support.
• Maintain effective communication channels with all involved stakeholders, ensuring transparency and timely updates.
• Cooperate with external vendors and internal departments acting as 1st, 2nd (other teams) and 3rd level support.
• Create and maintain procedures, checklists, and documentation for the GBT Service Center (1st level support) and other stakeholders, contributing to the Known Error Database (KEDB) and solution repository.
• Plan, document, and execute changes and extensions for the managed services.
• Deploy software releases to production and non-production environments using automation tools.
• Participate in and facilitate end-to-end testing as part of release deployment cycles.
• Provide on-call duty as part of a rotating schedule.

Key competencies to empower your journey. You'll drive towards success if you have:

• Business understanding of payment flows and financial transaction handling.
• Expertise in the credit card domain, including relationships between banks, acquirers, and merchants.
• Good knowledge of MS SQL database administration and troubleshooting.
• Experience with Azure App Services for hosting and managing business-critical applications.
• Working knowledge of Azure Monitor, Application Insights, and Log Analytics for incident troubleshooting and performance optimization.
• Familiarity with Azure DevOps pipelines for automated deployments, configuration management, and release control.

Background and Education

• Relevant IT-related education (or equivalent professional experience).
• 2–4 years of professional experience in a similar application support role.
• Hands-on experience supporting business applications in medium to large-scale environments.
• Experience collaborating with software development teams or outsourcing contractors.
• Strong customer service orientation and operational “hands-on” attitude.
• Broad-based general IT competence.
• Strong analytical, problem-solving, and organizational skills.
• Independent and self-motivated personality with high quality standards.
• Proficient in English (verbal and written), with excellent interpersonal and team collaboration skills.
• Ability to manage and adapt to changing priorities.
• Previous experience in international environments with multiple time zones.

Together, we go further:

• Hybrid work flexibility
• Hands-on learning in luxury retail, technology, and payments sectors
• Fun team-building activities, workshops, and social events.

At Global Blue, we foster career growth through internal mobility, a multicultural environment, and an Agile Working Model that supports work-life balance and team spirit. Committed to sustainability, we prioritize positive impacts for employees, clients, and communities. Guided by our 5 Ways of Working, we focus on client satisfaction, collaboration, innovation, and value creation. As forward thinkers, we embrace open dialogue, continuous learning, and shared success to shape the future while delivering tangible results.

Let’s write the future together: https://globalblue.wd3.myworkdayjobs.com/External/job/Italy---Gallarate/Application-Support-Engineer---Realtime-Payments_JR0004906

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Technology, Information and Media