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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 adecuado 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 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 B

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