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L2 Operations Support Specialist
2 months ago
We are seeking an experienced Enterprise Payments Platforms Support Specialist to join our dynamic team. The ideal candidate will provide Level 2 support for critical payment systems, including Fiserv’s Enterprise Payments Platform (EPP), and work with various payment protocols such as SWIFT, MTS, and ACH. Additionally, the candidate will leverage modern DevOps tools such as Datadog, OpenShift, Jenkins, Docker, and Glassbox to optimize and monitor payment processes, while also possessing Node.js development knowledge and Mainframes expertise for legacy system support. This role ensures the integrity and performance of the payments infrastructure and resolves technical challenges efficiently.
Key Responsibilities:
- Provide L2 support for the Fiserv Enterprise Payments Platform (EPP) and related payment systems.
- Troubleshoot and resolve issues related to payment transactions, message flows, and integration with other systems (SWIFT, MTS, ACH).
- Utilize Datadog to monitor payment system performance and detect anomalies.
- Manage and maintain payment processing environments using OpenShift and Docker for containerized applications.
- Support automation of deployment and updates using Jenkins in a CI/CD pipeline.
- Apply Node.js expertise for scripting and development of microservices and integration with the payments platform.
- Leverage Mainframe knowledge to support legacy payment systems and ensure smooth integration with modern platforms.
- Use Glass box to analyze customer interactions with payment platforms and provide insights for improvement.
- Perform root cause analysis (RCA) for recurring issues and implement long-term resolutions.
- Collaborate with internal and external teams to resolve escalated technical issues, ensuring minimal downtime and system reliability.
- Assist with patching, upgrades, and system configuration changes for the EPP and related platforms.
- Document troubleshooting steps, solutions, and best practices for future reference.
- Participate in on-call rotation to provide 24/7 support for critical systems.
- Ensure compliance with regulatory requirements and company security policies in all system activities.
Required Skills & Qualifications:
- 5+ years of experience in a support role within the payments domain, with expertise in Fiserv Enterprise Payments Platform (EPP).
- Proficiency with payment protocols such as SWIFT, MTS, and ACH.
- Experience with Datadog for monitoring and performance analysis.
- Strong knowledge of OpenShift and Docker for managing containerized environments.
- Hands-on experience with Jenkins for CI/CD pipelines and automated system updates.
- Proficiency in Node.js for developing and maintaining payment-related services.
- Knowledge and experience with Mainframe systems for supporting legacy payments infrastructure.
- Familiarity with Glass box for tracking and analyzing customer interactions with payment systems.
- Strong analytical and problem-solving skills for incident management and troubleshooting.
- Familiarity with industry standards and compliance regulations such as ISO20022, SEPA, and PCI-DSS.
- Experience with Linux/Unix environments, basic shell scripting, and database queries.
- Excellent communication skills for cross-team collaboration and vendor interaction.
- Ability to work effectively in a fast-paced, high-demand environment.
Preferred Skills:
- Knowledge of automation tools for enhancing support operations.
- Familiarity with additional payment systems and protocols.
- Experience with ITIL processes related to incident, change, and problem management.
Educational Qualifications:
- Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent professional experience.
