Associate, Level 1 Payment Network Support Analyst

Follow established procedures to trouble shoot, coordinate and resolve systems related incidents. Our Level 1Payment Network Analyst is responsible for the initial analysis, diagnosis and troubleshooting of events, ensuring reported production outages/incidents are communicated, correctly categorized, documented and resolved in an expeditious manner.

Follow established procedures to diagnose and trouble-shoot system events
* Analyze, determine, and document reported production outages/incidents
* Answer incoming customer phone calls
* Engage and coordinate with internal, external, and 3rd party vendors
* Determine severity, impact, and nature of incidents
* Proactively monitor and acknowledge system events
* Communicate, and/or Escalate to Level 2 Support Teams, if need exists
* Perform intermediate UNIX troubleshooting in accordance with SOP’s
* Knowledge of IBM ConnectDirect can be beneficial
* Enter pertinent information and updates of reported incidents in Service Center
* Monitor jobs for all critical applications for both mainframe and distributed job streams
* Participate in RRT (Rapid Response Team) conference calls.
* Reset client passwords according to information security guidelines.
* Perform periodic ticket reviews of the Command Center ticket management, and implementation queues and take action as needed

Soft Skill Requirements:
* Exceptional customer service/people skills
* Strong analytical troubleshooting skills
* Excellent written and verbal communication skills
* Strong work ethic, excellent attendance and flexibility to work overtime
* Team player with a positive, friendly attitude
* Sense of urgency for incident resolution
* Ability to multi-task in a fast paced environment with minimal direction
* Experience communicating with senior/executive level managers
* Basic knowledge of mainframe and batch operations

Shift Hours: Weekend 12 hour swing shift.

Week 1 - Friday, Saturday Sunday, Monday
Week 2 - Saturday, Sunday, Monday

Qualifications

Follow established procedures to diagnose and trouble-shoot system events
* Analyze, determine, and document reported production outages/incidents
* Answer incoming customer phone calls
* Engage and coordinate with internal, external, and 3rd party vendors
* Determine severity, impact, and nature of incidents
* Proactively monitor and acknowledge system events
* Communicate, and/or Escalate to Level 2 Support Teams, if need exists
* Perform intermediate UNIX troubleshooting in accordance with SOP’s
* Knowledge of IBM ConnectDirect can be beneficial
* Enter pertinent information and updates of reported incidents in Service Center
* Monitor jobs for all critical applications for both mainframe and distributed job streams
* Participate in RRT (Rapid Response Team) conference calls.
* Reset client passwords according to information security guidelines.
* Perform periodic ticket reviews of the Command Center ticket management, and implementation queues and take action as needed
Soft Skill Requirements:
* Exceptional customer service/people skills
* Strong analytical troubleshooting skills
* Excellent written and verbal communication skills
* Strong work ethic, excellent attendance and flexibility to work overtime
* Team player with a positive, friendly attitude
* Sense of urgency for incident resolution
* Ability to multi-task in a fast paced environment with minimal direction
* Experience communicating with senior/executive level managers
* Basic knowledge of mainframe and batch operations
Shift Hours: Weekend 12 hour swing shift.
Week 1 - Friday, Saturday Sunday, Monday
Week 2 - Saturday, Sunday, Monday
We are an Equal Opportunity Employer and do not discriminate against applicants due to race, ethnicity, gender, veteran status, or on the basis of disability or any other federal, state or local protected class.