InP - Production Support Technician I

GENERAL DUTIES & RESPONSIBILITIES

• Maintains scheduling system and new/improved work procedures for processing environment.

• Monitors applications, systems and hardware in a processing environment for abnormal processing conditions.

• Researches and resolves user problems as well as issues and problems with software systems, operations processing and assigned processing environments.

• Makes effective use of tools and resources, such as DDF, BBI, Control, TSO/ISPF, OMEGAMON, Netstat, Connex, Netview, PCS, MICALL, etc. to solve the problem. Makes effective use of tools and resources, such as ITO Message Browser, TSO/ISPF, What's UP Gold, Glance Plus, Voiceplan, ECS/Control, Networker, ADSM, pcANYWHERE, ACSLS, etc. to solve open systems production or system problems. Utilizes manuals, write-ups and other tools as an aid in solving problems. Contacts others who are experienced in the area for problem solution ideas. Contributes to the body of knowledge by adding solutions and other information that would be useful to others.

• 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.

• Coordinates testing of applications, systems, processes and procedures, hardware and/or software changes.

• 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.

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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.

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