Join to apply for the Senior Engineer - Payments Realtime Support role at Global Blue 2 days ago Be among the first 25 applicants Join to apply for the Senior Engineer - Payments Realtime Support role at Global Blue Get AI-powered advice on this job and more exclusive features. Direct message the job poster from Global Blue HR Talent Acquisition & Employer Branding Specialist @ Global Blue | FinTech | Digital Payments | Retail Who we are: At Global Blue, we firmly believe that enhancing the shopping experience drives performance. Our mission is to seamlessly connect shoppers and brands worldwide by simplifying the shopping experience and boosting retailer performance. With over 40 years of industry expertise, we have pioneered Tax Free Shopping and expanded into the Payment and Post-Purchase business. As a technology partner, we lead our industries with innovative technology and data-driven insights, bringing unparalleled value at every touchpoint along the shopping journey. We support retailers in handling over 35 million Tax Free Shopping transactions every year and our payment partners in elevating the experience of more than 31 million transactions worldwide. Our post-purchase solutions also cater to the needs of over 47m e-commerce shoppers. Listed on the New York Stock Exchange, we generated €20bn Sales in Store and €311M revenue in FY 2022/23. Our diverse community of over 2,000 employees represent more than 80 nationalities across 53 countries. At Global Blue, we cultivate a culture of empowerment, encouraging our teams to collaborate and support one another. Together, we innovate, create, and strive towards a brighter future for the businesses we serve. With Global Blue, enjoy the journey. What you will do. A glimpse in your role: 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 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. You will: oversee service deployments, incident resolution, and problem management while ensuring adherence to service delivery standards. Your leadership will be instrumental in optimizing service delivery processes, fostering client relationships, and driving continuous improvement within the team As the holder of this position, you will: 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) This position is a stakeholder facing position. It requires that you manage expectations within the business and ensure IT teams achieve those expectations to a high standard. The immediate focus is on developing the required methods and practices (incl. quality reporting) for the GB application stacks for your responsible area of Realtime Payment Application Services. 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. Feels like you? Explore further! Let’s write the future together: https://globalblue.wd3.myworkdayjobs.com/External/job/ItalyGallarate/Application-Support-EngineerRealtime-Payments_JR0004906 Seniority level Seniority level Mid-Senior level Employment type Employment type Full-time Job function Industries Technology, Information and Media Referrals increase your chances of interviewing at Global Blue by 2x Sign in to set job alerts for “Support Engineer” roles. Mendrisio, Ticino, Switzerland 1 month ago Technical Support Engineer (Passenger Cars) Lugano, Ticino, Switzerland CHF65,000.00-CHF75,000.00 1 month ago Technical Support and Application Engineer Technical Support Engineer (Commercial Vehicles) IT Regional Support Engineer - Cassolnovo- Italy Field Technical Support Engineer – Installer Channel Novazzano, Ticino, Switzerland 3 months ago We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. J-18808-Ljbffr