The position supports planning, implementing, and managing of the Business-Critical ATM Dispatch service currently run off the FiServ Device Manager solution. These services will probably migrate onto the Vision solution in future.
There is particular emphasis on ensuring that ATM fault dispatching profiles and related actions are accurate.
Resourcefulness is a necessary skill in this role. The position requires the ability to diagnose and resolve problems quickly. You should also have the patience to communicate with a variety of interdisciplinary teams and users. Your goal will be to ensure that our Device Manager solution runs smoothly and efficiently.
We provide critical internal and client performance reports. These are delivered through either SSRS or PowerBI reporting solutions which we are accountable for, this role includes creating and designing new reports and working closely with DBA as necessary to implement.
It’s likely that you will occasionally spend 10% of your time supporting in my other specialist teams either CoE neoterm support or Joono when holiday cover is required or at peak times.
PRIMARY DUTIES AND RESPONSIBILITIES
Proactively maintain and monitor Device Manager and Vision (in pilot already) services performing quality assurance for both North America, Canada and Europe with particular emphasis on the SQL service
Resolve the “Service Now” requests for issues and changes. This includes client and ATM updates, Report Creation and Maintenance linked to the Device Manager / Vision service and the ATM estate
Create and run data analysis and extracts as required by both operational and business teams
Create and maintain new Splunk Dashboards extracting/inputting information from database
Systems administrator maintenance of Device Manager and Vision application at the direction of the IT manager
Identifies automation opportunity and implements system monitoring, corrective action, system refreshes, hardware replacements, software upgrades, and application modifications
Troubleshoots network(s), infrastructure, or application issues, identifies root cause, establishes return to service, evaluates/develops/implements/documents mitigation strategies
Escalation management. Initiate escalation (Bridge Call) and work with multiple specialist team to resolve a Problem. Support RCA
Identifies and proactively seeks opportunities to implement process improvements, documents technical diagrams and procedures
Interacting with IT staff or vendors in performing dynamic testing, support and troubleshooting functions with very little to no supervision
Monitor virtual server performance and capacity to ensure optimum performance
Participate in on-call support for after-hours systems related emergencies
Complete assigned projects in a timely manner and produce documentation as required
Provide support for miscellaneous DM communications tasks, as needed
Perform other duties as assigned
Individuals possessing the following skill sets are encouraged to apply:
QUALITIFICATIONS
Excellent troubleshooting skills
Strong attention to detail
Must be a team player
Good oral and written communication skills
Tenacity to master both technical and relational aspects of project management
Tenacity, to see projects through from start to finish
Positive, self-motivated individual who can complete tasks independently
Ability to work directly with other support teams for issue resolution as well as projects
Appetite to continuously refine skills and drive career progression; Must be open to feedback
Self-starter who isn’t afraid to ask questions and explore ways to improve processes
Customer service mindset; emotional intelligence; willingness to explore creative solutions
Adaptability, to work across different solutions and teams
Passion for new technologies and being ahead of industry trends
