Job Description
This role is an Analyst role in (ATM Network Support - ANS). Production Services is responsible for running the day to day operations of the technology platform. Work activities specific to Production Services roles include Problem/Incident Management, Release/Deployment, Operational Readiness, Capacity/Availability Management, Application Monitoring, Service Analytics and Reporting, Production Governance, Triage, Associate Support, Change/Configuration Management, etc.
The Production Services Senior Analyst identifies possible production failure scenarios, creates incident tickets, enhancements and/or problem tickets in ticket tracking system, and communicates effectively with development and internal business operations teams. Identifies vulnerabilities and opportunities for improvement, as well as maintain metrics to help develop analysis that will drive improvement in all areas of Production Services. Creates and enhances administrative, operational and technical policies and procedures, adopting best practice guidelines, standards and procedures. Takes ownership of escalations and perform trouble shooting, analysis, research and resolution using advanced query and programming skills. Performs analytical, technical, and administrative work in planning, installing, designing and supporting new and existing equipment and software under moderate supervision. Resolves more complex issues. Consults with end users to determine optimal configuration of equipment and applications. Works on problems of moderate scope where analysis of situation or data requires a review of identifiable factors. Exercises judgment within defined procedures and practices to determine appropriate action. Should have increased awareness and exposure to basic technical principles, concepts and techniques. Fully competent to work under general direction on complex projects usually on specific assigned problems. Interprets, evaluates and resolves issues pertaining to the functional operation of technology products. Awareness of business or function for which technical support is needed. May require guidance on more complex projects.
* 65% on phone support; 35% technical recovery of ATMs support is needed.
Required Skills & Experience
* Customer service background/call center experience
o High call volume environments
* Production support background
o Troubleshooting experience
* Hardware/software experience
* Routers/switches
* Ticketing system experience
o ESQ is what they use
Nice to Have Skills & Experience
* ATM experience
* Various IT certifications
o ITIL certification
o A+ certification
o ATM experience (+)
* Financial industry experience
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.