Job
Description
We are seeking an experienced Production Support Analyst to join GlobalPayment and receivables Production Support organization, supporting critical core cash applications. The team provides Level 2 support for applications within Treasury and Trade Services Technology. This team handles the day-to-day availability of the applications and ensures issues or status updates are accurately communicated to business users. You should have strong application support and technical skills and be successful in their endeavors, collaboration and team building skills and have sound character with interpersonal skills. You should be technically astute, well organized, dedicated and appropriate discussing issues with product/business and technical users at all the levels. This is a hands-on role and extensive technical skills will be required and also possess good multi-tasking skills. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Key Responsibilities: Functional Responsibilities: Main focus areas will include promoting stability and quality of support services in line with our regional strategy and technology management policies, as well as day to day operation and oversight for the various applications operating in the region and globally. This role will attend and respond to compliance, audit or BAU production issues related to core cash suite of applications Able to analyse complex problems / situations and to propose simple solutions Communicate complex technical issues to end users in a language they understand Lead a workload which is subject to changing priorities and demands Build and maintain a knowledge base to ensure that knowledge transfer takes place within the team Promote effective knowledge management across the Global Prod Support Teams Help to define, record and execute application disaster recovery plans and procedures Collaborate effectively with multi-functional partners, sharing information and knowledge effectively Business Knowledge Learn the fundamentals of the supported business areas Translate business issues into technology requirements Effectively communicate and work well with infrastructure and supporting technology groups across a distributed Unix/Linux or Wintel environment to drive problem resolution and service levels. Work closely with 1st level support teams and work as part of the 2nd level support team to ensure team is meeting the business’ requirements. Follow through to ensure each problem is resolved according to SLA. Effectively communicate issues and status updates with business users, development teams and APAC Support Lead. Liaise with users; business sponsors; and other AD groups. Essential Skills Application Support Experience: 2 to 5 years of experience working in a prod support environment Experience in supporting a Production Supp or Operations group in a high availability / critical environment. Strong knowledge in ITIL practices in the area of Incident, Release, Change and Problem management. Experience in leading communications across business and technology partners at varying levels across a medium to large scale enterprise. Financial Markets Background, preferably in relation to core product management, operations or technology. Experience using Service Now or other similar issue tracking system Leadership skills: individual leadership Ability to produce clear, concise reporting Excellent strategic analysis, problem solving, issue resolution and decision-making skills Tact, discretion and subtlety Strong time management skills Experience working within an on-shore/off-shore support environment Ability to build positive relationships in a multi-cultural environment across all levels within IT ITRS monitoring tools exposure and experienced in handling ITRS gateways ITIL V3 Certification added advantage UNIX/AIX Experience writing Linux/Unix Shell scripts Good exposure with Linux/Unix commands Openshift ECS/openshift/AWS Tools App D, SPLUNK, KIBANA Database Good exposures of MS SQL 2008 and higher Deep understanding in Oracle 11G, SQL and PL/SQL programming. Programming Languages Good Technical Skills in Java , JavaScript, API and XML Technical understanding of Object oriencted language. Messaging Strong Technical skills in MQ & KAFKA File Transfer Good Technical skills with understanding on IBM Network Delivery Module(NDM)/Connect Direct & SFTP Payments and Receivables Strong Knowledge of Payments applications preferably in corporate banking. (SWIFT Message types, Collection, receivables , SEPA and Fast payments) Scheduling Tools Good understanding and working knowledge in Autosys, Cron jobs & Batch processing Monitoring Tools Good understanding and practical working experience with ITRS(Geneos Tool) /Graffana or relevant monitoring tools Education: Bachelor’s/University degree or equivalent experience Personal: Ability to work in a team environment Ability to learn new skills quickly with little supervision Experience working on a multi-client delivery team Good communication with social skills Should communicate effectively at all senior/junior levels Authoritatively and effectively handles work, time, and resources Applied knowledge of standard development methodologies Ability to handle high stress and pressure situations Strong problem solving and program execution skills Self motivating Ability to understand the big picture – can step back and understand the context of problems before applying analytical skills to address the issues Ability to communicate and develop long-lasting relationships with all levels of Management in a clear, concise manner Delivery focused Process oriented Attention to details ------------------------------------------------------ Job Family Group: Technology ------------------------------------------------------ Job Family: Applications Support ------------------------------------------------------ Time Type: Full time ------------------------------------------------------ Most Relevant Skills Please see the requirements listed above. ------------------------------------------------------ Other Relevant Skills For complementary skills, please see above and/or contact the recruiter. ------------------------------------------------------ Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi. View Citi’s EEO Policy Statement and the Know Your Rights poster.
