Service Operations Executive at Global Blue - Kuala Lumpur

The Service Operations Executive is responsible for monitoring operator consoles and responding to system incidents, requests, and faults. This role plays a critical part in ensuring the smooth operation of technology services and maintaining high-quality documentation of IT operations procedures.

In this role, you will engage in day-to-day operations by monitoring systems, processing files, and resolving service issues. You will work in a dynamic environment that requires quick thinking and effective communication with both technical teams and customers.

Key Responsibilities:

• Monitor operator consoles and respond to system incidents, requests, and faults.
• Process settlement file transfers and inbound file processing.
• Investigate and action the resolution of technology and service problems.
• Support change provision within predefined SLAs.
• Run all processes and jobs as per the technology operations daily checklists.
• Log and maintain all incidents/service requests with the correct detail and severity into the 4me ticket system.
• Escalate to second-level support when first-level service restoration is unsuccessful.
• Ensure quality documentation of IT operations procedures and run sheet tasks.
• Provide after-hours incoming call customer support.
• Resolve after-hours merchant queries or escalate to the customer care team.