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 ideal 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

Incident & Request Management (ServiceNow)

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

Continuous Improvement & Knowledge Management

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 and experience

Minimum 2 years of experience in Service Desk, Helpdesk, or NOC 24/7 global operations environment

Exposure to minitoring/event tools (e.g. OMD, Splunk).

Hands-on experience with ticketing tools (ServiceNow preferred)

Diploma or Bachelor’s degree in IT, Computer Science, or related field (preferred)

Experience in Telecommunications and/or Payment industry (preferred)

Experience with working across different cultures (preferred)

Knowledge of ITIL practices and Service Management. ITIL certification is a plus.

Knowledge and skills

Strong verbal and written communication skills.

Ability to explain technical concepts to non-technical users.

Empathy, patience, and customer-first mindset.

Strong problem-solving and analytical thinking. Solution-oriented mindset.

Ability to handle high call/ticket volumes in a fast-paced environment.

Team-oriented with a proactive attitude.

Fluent written and spoken English and Spanish. French is a plus.

Well organized, quality conscious with attention to detail.

Drive for self-learning and improvement.

Ability to follow given processes, procedures and work instructions.

Preferably knowledge of relevant market technologies in secure environments and complex software payment solutions.

Working Conditions

24/7 shift-based role (including nights, weekends, and holidays)

Work in a global operations environment supporting multiple regions and customers

High focus on SLA-driven performance and service quality

Benefits

International Environment: Collaborate with global teams on innovative projects in a diverse and inclusive workplace.

Work-Life Balance: Hybrid working model.

Professional Development: Continuous learning, training programmes, and career growth opportunities.

Adaptable Compensation: Benefits package including health insurance, public transport, training, and childcare vouchers.

On-Site Facilities: Company canteen and parking facilities.

Convenient Location: Based in El Prat de Llobregat, easily accessible by public transport or private vehicle.

We are an equal opportunity employer! We promote diversity in all its forms and create an inclusive work environment, free from prejudice, discrimination and harassment, in which all employees feel a sense of belonging. We warmly welcome all applications regardless of gender, age, race or ethnic origin, social and cultural background, religion, disability and sexual orientation.

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