IT Platform Support Administrator – Luxembourg

Lancelot is looking for an IT Platform Support Administrator for a Fintech in Luxembourg.

Your role:
The successful candidate will be in charge of implementing and  developing the 24/7 support as well as managing IT support providers for a global payment platform.


  • Manage 24/7 IT support providers and participate in on-call responses, cross-functional collaboration, and escalation.
  • Analyse and direct all IT Support related activities ensuring that our internal and external customers receive superior service and have their technical issues appropriately prioritised,
    correlated, and resolved in a timely fashion.
  • Work with objectives and provider activities to improve technical support practices in the areas of quality, knowledge centred support and resolution timeframes.
  • Maintain and enforce documentation for the IT Support Team.
  • Manage SLA’s and KPI’s for the Support Team.
  • Prepare real-time dashboards, provide periodic and adhoc KPI reports to IT Management
  • Handling technical support escalations in a timely and efficient manner.
  • Assist in identifying gaps, improving processes, and implementing new solutions to provide seamless support.
  • Display flexibility and willingness to prioritise and perform all other duties as assigned.
  • Ensure regulatory compliance and security standards are implemented, followed, and consistently meet audit requirements.
  • Quickly identify issues and ensure rapid resolution or escalation to other parts of the business or external vendors, maintaining the thread of communication until the issue is resolved.
  • Maintain vendor relationship, coordinate to resolve issues as well as improvements and review service credits.
  • Assist engineering and product teams with questions or troubleshooting.
  • Work collaboratively with security teams and support them in taking appropriate action to address security breaches if necessary.


Ideal candiate profile:

  • Bachelor or master’s degree in computer science, management or equivalent.
  • Minimum 3+ years of IT support experience.
  • Working knowledge of using Atlassian’s JIRA and Confluence.
  • ITIL and other industry certifications on relevant technology is preferred.
  • Experience working with data center providers, and public cloud vendors such as AWS and Azure.
  • Experience in digital/mobile payments is a plus.
  • The ability to recognise opportunities for process improvement and to develop best practices while navigating ambiguity.
  • Ability to work in a rapidly expanding environment.
  • Highly motivated self-starter and team player with a strong work ethic and positive attitude.
  • Languages : Excellent written and verbal communication skills in English

Apply to this offer