SW Support Specialist III

SUMMARY:

The System Operations role provides knowledgeable expertise in diagnosing and troubleshooting banking system, gateway connectivitys and system outages issues, for mission critical NCR ATLEOS global systems. The System Operator is responsible for actively monitoring the state of health of various platforms within the environment using the monitoring tools provided and reacting to alerts triggered by those systems. By liaising with the necessary vendor resources, IST Production Support, and the Information Systems department, this position is responsible for first level support of system outages. The System Operator is responsible for managing any general incidents and keeping internal and external resources informed of issues through to resolution, using NCR ATLEOS ticket tracking system and incident management processes configuration, and other specialized ATM software related activities.

System Operations and IST Production Support Teams of the Information Systems Department, working closely with the Business Development, Switching Services and Operations groups, designs, develops, implements, and supports NCR ATLEOS mission-critical systems, ensuring that they are architecturally and systematically sound, following industry security and compliance guidelines.

DUTIES & RESPONSIBILITIES:

• Monitor Postilion Switch Applications & mission critical systems to quickly identify issues and take appropriate action as per defined documented procedures.
• Document all events and actions taken in the Service Now platform.
• Provide incident management support according to defined procedures for items such as system outages including switch interfaces, banking system connections, communication circuit failures, settlement processing jobs and delivery of scheduled reports
• Provide incident related communications to customers and internal escalation points
• Accurate and detailed record keeping of all incidents in NCR ATLEOS systems
• Assistance with new and ongoing departmental projects as required, including development and refinement of operating procedures
• End of shift reporting to management
• Other duties as assigned

DUTIES & RESPONSIBILITIES:

• Monitor Postilion Switch Applications & mission critical systems to quickly identify issues and take appropriate action as per defined documented procedures.
• Document all events and actions taken in the Service Now platform.
• Provide incident management support according to defined procedures for items such as system outages including switch interfaces, banking system connections, communication circuit failures, settlement processing jobs and delivery of scheduled reports
• Provide incident related communications to customers and internal escalation points
• Accurate and detailed record keeping of all incidents in NCR ATLEOS systems
• Assistance with new and ongoing departmental projects as required, including development and refinement of operating procedures
• End of shift reporting to management
• Other duties as assigned
• 7X24X365 work

KNOWLEDGE, SKILLS & QUALIFICATIONS:

• Minimum two years providing first level technical support in a system operations environment for mission critical systems
• Working knowledge of telecommunications and networking protocols (TCP/IP)
• Working knowledge of client/server computing platforms
• Must be able to successfully pass all applicable background screening tests.
• Must have excellent communication skills, both written and oral.
• Must be able to work on night shift bases
• Working knowledge of ISO8583 message format an asset

SYSTEMS INVOLVED:

• Microsoft Office
• Postilion
• Various monitoring platforms such as Splunk, SolarWinds, Cloudflare.
• Custom In-house monitoring tools.