PbMain Duties and Responsibilities /b /ppProvide 2nd level support for the assigned IT services, ensuring incidents and requests are resolved within defined SLAs. /ppDrive and coordinate Problem Management activities to identify and permanently remove root causes, including impact analysis and escalation to 3rd level support. /ppMaintain effective communication channels with all involved stakeholders, ensuring transparency and timely updates. /ppCooperate with external vendors and internal departments acting as 1st, 2nd (other teams) and 3rd level support. /ppCreate 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. /ppPlan, document, and execute changes and extensions for the managed services. /ppDeploy software releases to production and non-production environments using automation tools. /ppParticipate in and facilitate end-to-end testing as part of release deployment cycles. /ppProvide on-call duty as part of a rotating schedule. /ppReporting and Collaboration /ppThe position reports directly to the Service Delivery Manager AVPS. /ppThe role is based in Gallarate (ITALY) or any other defined location and may require occasional travel – including long-haul flights. /ppClose collaboration with Infrastructure Operations teams, AVPS Units of Value, and other GB Technology units is required, often across multiple time zones. /ppProfile and Education /ppRelevant IT-related education (or equivalent professional experience). /pp2–4 years of professional experience in a similar application support role. /ppHands-on experience supporting business applications in medium to large-scale environments. /ppExperience collaborating with software development teams or outsourcing contractors. /ppStrong customer service orientation and operational “hands-on” attitude. /ppBroad-based general IT competence. /ppStrong analytical, problem-solving, and organizational skills. /ppIndependent and self-motivated personality with high quality standards. /ppProficient in English (verbal and written), with excellent interpersonal and team collaboration skills. /ppAbility to manage and adapt to changing priorities. /ppPrevious experience in international environments with multiple time zones. /ppSpecific Skills and Knowledge /ppBusiness understanding of payment flows and financial transaction handling. /ppExpertise in the credit card domain, including relationships between banks, acquirers, and merchants. /ppGood knowledge of MS SQL database administration and troubleshooting. /ppuDesirable : /u experience supporting complex financial systems, particularly credit card payments. /ppuDesirable : /u ITIL certification. /ppbAzure Cloud Competencies /b /ppExperience with Azure App Services for hosting and managing business-critical applications. /ppWorking knowledge of Azure Monitor, Application Insights, and Log Analytics for incident troubleshooting and performance optimization. /ppFamiliarity with Azure DevOps pipelines for automated deployments, configuration management, and release control. /p #J-18808-Ljbffr