Beschreibung
Job Summary:
The Production Support Analyst will provide support and maintenance of applications in production and certification environments. The position is responsible for the triage and resolution of Mobile Application and Mobile Wallet. The candidate will provide support for production applications and work closely with Client Services teams to resolve issues. The position requires analytical skills and the ability to provide solutions to issues. The candidate must be able to work within a high paced environment and manage multiple priorities.
Responsibilities and Essential Functions:
Triage and resolve technical application and system issues affecting the production environment
Triage Experience with Shell Scripting (ksh, csh, bash, Perl, Ruby, ssh) and SQL of Oracle DB
Conduct daily system health checks and respond to application/system alerts and resolve
Manage ticket requests from Client Services to resolve client reported issues
Provide on-call support for production issues
Participate on Severity Incident bridges as required to resolve production-impacting issues
Document install defects, fallback, and perform post-mortem analysis to identify root cause
Conduct detailed analysis on impact of production issues and represent on daily quality meeting
Perform trending analysis of problems and application volumes to implement proactive solutions
Complete change requests and represent changes during Change Management meeting
Develop and document operating procedures for monitoring, software installation, and other processes
Education and Experience Requirements:
- Technical education in telecommunication, IT and/or payment environments
- 8+ years of hands-on experience in technical production support
- Smartcard and SIM/USIM product knowledge (over the air Smartcard experience a plus)
- Experience and knowledge in Global Platform card and messaging specifications PLUS
- Experience in card personalization, card provisioning, mobile payments processing, payments network
- Demonstrated success with product deployment, testing and operational management in a software and/or service-oriented company
- Highly motivated, strategic thinker with technical aptitude
- Team player with strong leadership presence