Nature and aim of the position
The holder of the position is an engineer who is responsible for deployment and support of Global Blues (GB) integration and analytic services, which are used as standard services for the group.
The holder of this position will be assigned several responsibilities and has to ensure that the tasks assigned to him/her are fulfilled with high quality and short delivery time.
Main duties and responsibilities
- Assuming the role of subject matter expert for services under team responsibility
- Providing 2nd level technical IT support for centralized services according to a responsibility matrix
- Providing life cycle management for the services under responsibility on production and non-production Windows and Linux environments
- Knowledge base authoring
- Ensuring SLA fulfilment
- Providing training to other departments and team colleagues
- Analysing and solving of incidents, issues and problems fulfilling service requests
- Constantly improving components under responsibility in terms of availability, capacity and efficient resource utilization and performance
- Participate and contribute to ITIL processes, especially but not limited to: Incident, Change and Problem Management
Reporting and collaboration
- The holder of the position reports directly to the Manager Compute IAS.
- The position requires close collaboration within GBs technology department and product management.
Profile and Education
- Experienced in supporting services / systems on a 1st and 2nd level
- Experience with Windows, Linux and Kubernetes / Containers
- Relevant IT education concluded (desired: bachelor level or equivalent practical experience)
- Independent, goal oriented and self-motivated team worker
- Customer service orientation
- Operational hands-on attitude
- Broad-based general IT competence
- Excellent analysing and troubleshooting skills
- High quality standard levels
- Accuracy and high-risk awareness
- Good communication skills, especially when working with different target groups within an international environment.
- Good English language skills (oral & written, B1/B2)
Specific skills and knowledge
- Minimum 5 years of practical experience in supporting centralized IT services (2nd level)
- ITIL foundation certification
- Practice in service deployment (automated and manual)
- Excellent analysing and troubleshooting skills
- Basic skills in web server administration, understanding of web services and service oriented architecture
- Experienced with load balancers and high availability concepts
- Dedicated know-how of Microsoft server operating systems, Linux and Containers
- Experienced with Splunk
- Basic skills with network operations and TCP/IP networking
- Scripting and/or basic programming skills as a plus (e.g. MS PowerShell)
