IT Engineer – Service Operation

Role Overview

• Act as the primary owner of Incident Management
• Diagnose, analyze, and resolve incidents (including root‑cause analysis)
• Ensure the smooth execution of daily payment transactions
• Coordinate across departments for incidents and change requests
• Develop and maintain operational reporting (transaction volume, costs, stability, performance)
• Manage and guide first-level support in markets and serve as the main contact for all incidents
• Ensure continuous business operations and minimize disruption
• Plan, manage, and coordinate software releases
• Oversee the full release lifecycle, including documentation and quality gates
• Prepare release notes in collaboration with markets, business units, and development partners
• Continuously improve operational processes using agile “inspect & adapt” principles
• Support ongoing optimization of operational stability, scalability, and performance
• Collaborate with stakeholders to ensure seamless integration of interfaces between: Payment Service Providers (banks), DT Pay (payment gateway), and End-user applications (e.g., web shops)
• Support onboarding of new partners and ensure end‑to‑end system stability
• Work closely with Business Operations, Product Owners, QA, Infra‑Ops, and IT Architecture teams
• Engage with markets, business stakeholders, and internal/external IT teams

Requirements

• 2-4 years of relevant experience
• degree in Computer Science, Business Informatics or equivalent
• Experience in Support & Release Management, including upgrades, patches, and hotfixes
• Experience providing customer support via hotline, service tools, or email

Benefits

• annual bonus program
• 401k company contribution with company match up to 6% as well as non-elective company contribution of 3
• 7% depending on age
• starting at 4 weeks paid vacation
• 15 calendar holidays
• 8 weeks paid parental leave
• employee assistance program
• comprehensive healthcare plans and wellness programs
• onsite fitness (at some locations)
• tuition assistance and volunteer paid time off
• short-term and long-term disability plans