Production Support Technician I

**Position Type**:
Full time
**Type Of Hire**:
Experienced (relevant combo of work and education)
**Education Desired**:
General Equivalency Diploma
**Travel Percentage**:
0%

GENERAL DUTIES & RESPONSIBILITIES
- Maintains scheduling system and new/improved work procedures for processing environment.
- Researches and resolves user problems as well as issues and problems with software systems, operations processing and assigned processing environments.

Primary Responsibility
- Providing L1 support for ATM operations through mails and calls.
- 24/7 On-Call Production Support, Transaction Monitoring.

Secondary Responsibility
- Take up the Ad-hoc report generation requests and provide solution

within the SLA.
- Co-ordinate with other teams within the business for smooth

functioning of the project.

Desired Skillset

Primary (mandatory):

- Knowledge in ATM operations and monitoring of channels.
- Familiar with payment transaction flow.
- Ability to construct SQL adhoc queries in Oracle
- Good knowledge and hand-on experience with SQL
- Hands-on experience with Unix/AIX.
- Knowledge in ISO8583 payment domain standard.

Secondary (add-on):

- Having good knowledge in Payments Domain
- Good knowledge of IST Switch or Any equivalent open systems

switch.
- Experience in ATM and POS transaction routing
- Knowledge about any Debit card management system.
- Follows escalation procedures when appropriate to resolve processing problems and user problems in a timely manner and meet service levels and other standards for the job.
- Analyzes and implements changes or additions to software systems and operations procedures.
- Trains internal customers (employees) on changes, new systems or new procedures.
- May identify new tools, technology or processes that improve overall processing environment or processing efficiency.
- Assists in defining external and internal customer problems and needs. Discusses expectations with customers. May explain solutions directly to customers where appropriate.
- Maintains operations support disaster recovery/business continuity plans for assigned processing environments. Coordinates and conducts disaster recovery testing as required, documents test results and documents modifications required for future testing.
- Typically supports production environments but may support only non-production environments.
- Completes project assignments and special projects commensurate with job expectations.
- Other related duties assigned as needed.

EDUCATION REQUIREMENTS

High school diploma or GED

GENERAL KNOWLEDGE, SKILLS & ABILITIES
- Knowledge of company software products
- Knowledge of mainframe and/or open systems operating systems
- Ability to effectively use production control tools and resources for mainframe and/or open system processing environments
- Excellent customer service skills that build high levels of customer satisfaction for internal and external customers
- Excellent verbal and written communication skills to technical and non-technical audiences of various levels of the organization or that of clients, e.g., executive, management, individual contributors
- Willingly shares relevant technical and/or industry knowledge and expertise to other resources
- Excellent problem-solving, team and time management skills
- Is resourceful and proactive in gathering information and sharing ideas

FIS JOB LEVEL DESCRIPTION

Entry level role. Basic skills with moderate level of proficiency. Has general understanding of processes, tools and practices in one or more technical processing environments. Generally performs single-function tasks that tend to be of small to moderate size and scope. Works under close to moderate supervision with limited latitude for independent judgment. Consults with senior peers on non-complex projects to learn through experience. Typically requires up to three years of production/operations support or computer operations experience.
**Privacy Statement**

FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.

**Sourcing Model**

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

pridepass