Technical Specialist (NOC/Production Support)

To ensure technology is running as designed to deliver the product to the customer. To identify, log and resolve any issues. Candidate should be mature, self-motivated, extremely well-organized and detail oriented, able to function under pressure and handle numerous tasks simultaneously. The position would be well suited to a candidate who thrives in a fast-paced environment and is meticulous. S/he must be able to take initiative, prioritize with minimal supervision and work independently, as well as part of a team. Essential Functions and Responsibilities:

• Assist in the support of servers, network devices and mainframes at all facilities for hardware or software errors
• Design and execute diagnostic tests to monitor the health and performance of computer systems and communications equipment
• Monitor client help desk calls and assist in the in resolution of problems; escalate problems to internal technical groups as appropriate
• Test and install communications equipment for internal and external customer use
• Create documentation that will troubleshoot internal networks and systems efficiently
• Provide training for Operations Representatives on the various networks and systems
• Provide enhanced network support for WAN and IP Telephony networks
• Proactively contact participants when surveillance systems identify connectivity issues
• Interface with vendors and clients to repair and resolve installation issues
• Support wide-area MPLS services, as well as other communication lines, for all customer communication links
• Implement changes in our customer facing environments
• Coordinate and participate in Disaster Recovery exercises
• Prepare Operations for the implementation or decommission of services
• Assist on various team projects to ensure Continual Service Improvements occur within Operation
• Engage with technical teams at our client banks, E-Wallets and payment networks to develop technical solution design for integration projects
• Triage and troubleshoot and resolve escalated production issues on a complex mission critical application
• Perform root cause analysis of issues
• Develop run-books for recurring issues, system implementation, shutdown and recovery
• Support release implementation, infrastructure upgrades, maintenance and disaster recovery testing
• Support Java, WebSphere & File Transfer applications