Main Duties and 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.
Reporting and Collaboration
The position reports directly to the Service Delivery Manager AVPS.
The role is based in Gallarate (ITALY) or any other defined location and may require occasional travel – including long-haul flights.
Close collaboration with Infrastructure & Operations teams, AVPS Units of Value, and other GB Technology units is required, often across multiple time zones.
Profile 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.
Specific Skills and Knowledge
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.
Desirable: experience supporting complex financial systems, particularly credit card payments.
Desirable: ITIL certification.
Azure & Cloud Competencies
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.
