Manager Application Support

• SQL
• Splunk
• Blueprint
• PowerShell
• SAS
• MS SQL-Server

1. Lead and manage Application Support team (Client Solutions Support)
2. Be accountable for the operations of all Issuing related products and oversee operational activities
3. Negotiate and set Service Level Agreements with the business stakeholders
4. Measure and improve the end-to-end performance of the Issuing services against agreed Service Level Agreements and business targets
5. Maintain a strong relationship with the business owners (customers) and the Application support teams (delivery) with regular service review meetings - this is key element of this role.
6. Plan and execute a CIP (Continuous Improvement Plan)
7. Represent Operations in requirements capture and definition of products
8. Analyze, identify, monitor, measure and investigate issues related to the value chain of GB's transactions across systems.
9. Troubleshoot, coordinate permanent fixes for transactions not following the predefined business flow, estimate urgency and impact, work closely with Global Blue's 2nd/ 3rd Level Application Support teams, Business Process team, Product Management and IT Development and Operations department.
10. Create, organize methodologies to identify potential technical errors which influence the Global Blue transaction Value chain, maintain structured business requirements documentation
11. Drive and perform root cause analysis and financial Impact analysis
12. Coordinate incident resolution through 2nd and 3rd Level support
13. Lead from time-to-time taskforces to get severe bugs eliminated swiftly.
14. Initiate and drive problem management activities to remove incident root causes
15. Report on identified risks and CIP to senior management level regularly
16. Liaise with business units, customers and suppliers in order to establish and translate business requirements into Functional and Non-functional Requirements
17. Proactively cultivate good relationships with Business Units and other stakeholders to ensure flawless and transparent communication channels
18. Hold regular service review meetings with business stakeholders, engineering, and product
19. Financial Controlling of Issuing related budget

Work-Life-Integration

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  Home Office

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  Relocation Package

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  Gute Anbindung

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  Flexible Arbeitszeiten

Gesundheit, Fitness & Fun

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  Fitness Angebote

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  Team Events

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  Betriebsarzt

Mehr Netto

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  Mitarbeiterprämie

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  Bonuszahlungen

Essen & Trinken

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  Essenszulage