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At G+D ePayments, we are looking for a Service Desk / NOC L1 Engineer to join our Digital Operations team.

ePayments Digital Operations operates a centralized Network Operations Center (NOC) responsible for monitoring and managing network infrastructure, servers, and applications across the ePayments Digital Solutions and Card Issuance Services portfolio.

The team manages two strategically located data centers, in Barcelona (primary site) and Toronto (disaster recovery site). Both facilities support traditional, hybrid, and private cloud architectures, providing the foundation for the delivery of our services.

As a Service Desk / NOC L1 Engineer, you will be part of the first line of operations, helping monitor systems and supporting the day-to-day operation of business-critical platforms and infrastructure.

This role serves as the first point of contact for customers and internal users, handling tickets and system alerts using ServiceNow and monitoring tools. The NOC L1 Engineer is responsible for real-time operational monitoring, and the whole process of following up on the resolution of tickets, responding to customer concerns, and closing tickets. The position works under the supervision of the Service Delivery Manager.

The NOC L1 Engineer shall support professional services in meeting incident detection SLA targets and service operations KPIs, help in event handling and monitoring and in escalating issues with regards to gaps in events monitoring in NOC.

The idóneo candidate demonstrates a customer-first mindset and foundational technical knowledge of IT infrastructure,



including networks, servers, and operating systems. In addition, excellent verbal and written communication, listening and teamwork skills, the ability to work on 24x7 shifts, high levels of customer service skills, as well as a strong problem-solving mentality and ability to present technical information in a pedagogical manner are required.

Objectives

- Ensure prompt detection, acknowledgement, and response to alerts and incidents
- Deliver high-quality ticket handling, documentation and closure in ServiceNow, ensuring all relevant detailes are captured
- Maintain clear, proactive and customer-oriented communication with customers and internal users
- Understand and follow-up monitoring procedures
- Achieve SLA and KPI targets (e.g., response time, resolution time, First Contact Resolution)
- Ensure compliance with ITIL processes, security policies, and operational standards

Accountabilities

- Achieve detection/acknowledge SLA targets
- Proactively follow-up on ticket resolution SLA fulfilment, driving resolution of tickets
- Ensure accurate and timely categorization, prioritization, and escalation of tickets according to defined procedures
- Act as Single Point of Contact (SPOC) for customers throughout the entire incident lifecycle, ensuring regular updates
- Ensure accuracy, completeness and traceability of all ticket documentation in ServiceNow





Responsibilities

Monitoring & Event Management

- Continuously monitor system alerts, events, and dashboards using tools such as Splunk and OMD
- Perform thorough initial triage, correlation, and impact assessment of events
- Execute first-level remediation actions based on runbooks and procedures
- Escalate critical alerts and incidents to L2/L3 teams or Incident Management promptly, providing all relevant context
- Log, categorize, prioritize, and manage incidents and service requests in ServiceNow, ensuring all required fields are completed
- Provide timely updates, maintain accurate documentation, and ensure proper ticket lifecycle management
- Escalate unresolved issues according to defined ITIL processes and and escalation matrix
- Validate ticket quality and completeness prior to closure

Customer Communication

- Act as the primary contact for customers and internal users via phone, email, chat, and ServiceNow portal
- Provide clear, timely, and user-friendly updates on issue progress and resolution
- Support incident bridges and communication during major incidents, ensuring all stakeholders are informed

Operational Support

- Perform comprehensive shift handovers and ensure continuity of operations, documenting all critical information
- Review and align with service onboarding and operational documentation
- Support monitoring improvements by identifying gaps or inconsistencies
- Contribute to and utilize the Knowledge Base in Confluence and ServiceNow.
- Identify recurring issues and support problem management activities.
- Propose improvements to processes, monitoring, and service quality.

Education a

📌 NOCEngineer (El Prat de Llobregat)
🏢 Giesecke+Devrient
📍 El Prat de Llobregat