Service Operations Executive – Global Blue

The Service Operations Executive at Global Blue monitors operator consoles, responds to system incidents, processes file transfers, and ensures timely resolution of technology and service problems while maintaining documentation and providing after-hours customer support.

Monitor operator consoles and respond to system incidents, requests and/or faults Process settlement file transfer 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. Run ad hoc jobs as requested by technical support or management areas Log & maintain all Incidents/service requests with the correct detail and severity into 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 ‘Record of incidents’ documented and escalations /notifications are timely and effective. Investigate and resolve all outstanding Operational issues (INFRA/JIRA records well maintained and documented Handover, checklists and outage forms well documented Provide after-hours incoming call customer support Resolve after hours merchant queries or escalate to customer care team Follow the fraud alert guidelines to resolve or escalate fractal alerts