Data Center Operator

2 months ago

Bengaluru, India ACI Worldwide Full time

**Job Summary**:
Supports the day-to-day batch operation tasks and deliverables within enterprise batch workflow processing of the platforms batch architecture. This position may require coverage outside of standard business hours to support 24x7x365 follow the sun batch processing.

**Responsibilities**:

- Monitor all batch flow processing and insure timely completion of file creation and transmission.
- Understand and adhere to all Corporate Policies to include but not limited to ACI Code of Ethics and Global Information Security.
- Build and maintain relationships with clients while maintaining detailed knowledge of client specific batch processes and internal procedures.
- Assigned resources should be self-motivated, results driven, and understand the underlying tools and data repositories
- Troubleshoot and resolve client reported batch transmission issues/questions.
- Provide direct client support via various points of interaction:

- Answer incoming priority 1 batch transmission failure calls.
- Monitor external/internal ticketing system.
- Follow established procedures for batch processing.
- Triage and troubleshooting call involvement/participation for critical incidents.
- Responsible for interfacing professionally with the client and internal departments to report on and resolve system and/or client raised batch workflow issues.
- Drives problem management by identifying repetitive, delayed or bottleneck issues.
- Ensure proper Key Performance Indicators are set and maintained
- Build and maintain working relationships with all teams across ACI
- Provide analysis on problem impact and validate resolution
- Understand the impact of the recurring incident and analyze the priority to determine the root cause
- Interface with the incident management function to ensure post incident problems are quickly and readily identified and actioned, and incident root cause where it is change related is appropriately identified, reported and systemic issues actioned

**Minimum Requirements**:

- 0-1 year relevant experience in a client service capacity
- 0-1 year relevant technology operations
- Written and verbal communication skills
- Demonstrated ability to maintain existing relationships and develop new relationships
- Detail-oriented and possess exceptional problem-solving and follow-up skills
- Strong organizational and prioritization skills
- Ability to quickly respond to pressing issues that arise
- Ability to research circumstances thoroughly and make appropriate recommendations and/or decisions

**Preferred Skills**:

- Proficient in Microsoft Office (Outlook, Excel, Word, and PowerPoint)
- Case management systems. (eg. Jira, Salesforce)
- SQL query skills (Microsoft SQL Studio)
- Systems thinking, be able to zoom in and out across a solution to see the big picture and the role each smaller component plays
- Basic understanding of Payments Industry
- Basic understanding of end-to-end Batch Workflow Processing
- Analytical and presentation skills
- Experienced in operational excellence, Lean Six Sigma methodologies

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