Payment Partner Technical Engagement Analyst - Technology Support II
Join a dynamic team shaping the tech backbone of our operations, where your expertise fuels seamless system functionality and innovation.
As a Technology Support II team member in the Payment Partner Technical Engagement Team, you will play a vital role in ensuring the operational stability, availability, and performance of our production application flows. Your efforts in troubleshooting, maintaining, identifying, escalating, and resolving production service interruptions for all internally and externally developed systems support a seamless user experience and a culture of continuous improvement. The Payment Partner Technical Engagement Team plays a critical role in the continual success of Merchant Services business processes and the health of the plant. We serve as a trusted technical engagement partner between the major Payment Brands and our internal stakeholders providing standardized strategic support through effective communication, support and escalation.
Job responsibilities
- Analyze and troubleshoot production application flows to ensure end-to-end application or infrastructure service delivery supporting the business operations of the firm
- Own major production incidents related to payment brands, working closely with other technology teams to resolve business-impacting issues
- Manage the relationship between the payment brands and internal technical stakeholders. This involves organizing regular service review meetings and being a key point of escalation for technology issues or concerns within the payment brands
- Support and triage technical incidents that arise related to payment brands.
- Request escalation of technical incidents with the major payment brands.
- Improve operational stability and availability through participation in problem management
- Monitor production environments for anomalies and address issues utilizing standard observability tools
- Assist in the escalation and communication of issues and solutions to the business and technology stakeholders
- Identify trends and assist in the management of incidents, problems, and changes in support of full stack technology systems, applications, or infrastructure
Required qualifications, capabilities, and skills
- 2+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
- Knowledge of applications or infrastructure in a large-scale technology environment on premises or public cloud
- Exposure to observability and monitoring tools and techniques
- Familiarity with processes in scope of the Information Technology Infrastructure Library (ITIL) framework
- Detail-oriented, organized and ability to multi-task while following policies, procedures, and regulatory banking requirements
- Strong investigative and diagnostic skills required for risk analysis and problem solving
- Ability to work under pressure, juggle multiple projects simultaneously, and meet tight deadlines
- Demonstrate leadership abilities in a cross-functional team environment
- Address client issues promptly and effectively and escalate to management when appropriate
- Excellent customer service, time management, and project management skills
Preferred qualifications, capabilities, and skills
- Knowledge of one or more general purpose programming languages or automation scripting
- Splunk, Jira, Prognosis or similar alerting/monitoring tools, and SQL experience is preferred but not required
- Excellent knowledge of Microsoft Office products
- Experience with merchant services payments processing
- Ability to communicate effectively with clients, internal partners, and team members through verbal and written (primarily e-mail) channels
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