The holder of the position is a responsible for monitoring systems and processes, shaping and executing the problem management processes, and contributes to the Continuous Improvement Process. Problem Management Actively fulfils problem management role by analysing identified problems, by following ITIL definition, correlating incidents, identifying patterns, including root cause analysis in a holistic way across multiple application system Encourages cross-functional collaboration in context of problem management and Continuous Improvement.

Cultivates good relationships with stakeholders to ensure transparent and effective communication channels Facilitates platform for collaboration and joint root cause finding.

Acts as mediator between conflicting or disagreeing parties.

Develops and documents the problem management process.

Leads taskforces to get severe problems eliminated Reports on identified risks Manages the problem lifecycle Monitoring: Acts as the subject-matter expert (SME) for monitoring systems and concepts at Global Blue Collaborates with relevant departments or teams to develop and implement strategies for continuous improvement based on monitoring data and feedback Develops and documents monitoring concepts and advises peers on best practice.

Training: Provides training and support to staff involved in data collection, analysis, and reporting, ensuring understanding of monitoring processes and tools.

Undergoes training as required for the role and defined by the manager.

Workload management: Manages own workload using work management (JIRA) and ITSM tools (4 ME)Discusses and accepts tasks, initiatives and projects.

Methodology: Drives use of existing collaboration, work management and IT Service Management tools.

Thrives for transparency in regard to team tasks and activities.

Functional: Helps to define the application and infrastructure monitoring strategy together with key stakeholders.

Contributes to developing required policies and procedures for the IMP realm Takes functional ownership of monitoring systems and concepts Acts as a driver for the Continuous Improvement process, Investigates and identifies improvement potential