Buscador de trabajo
Calculadora de impuestos
Iniciar sesión ▼
Para empleadores
Professional, Systems Administration
Fiserv
Tres Rios, Cartago
hace 6 días

Essential Job Responsibilities :

  • Provides information upon request from Fiserv team members
  • Monitor Capacity and Transaction flow to identify current or potential problems.
  • Escalate Severity 1 and 2 level events to Incident Management within 10 minutes of the initial alert and Severity 3 and 4 events to the appropriate support team(s) within defined OLA.
  • Identification of opportunities to improve the turnaround time for issue resolution.
  • End to end monitoring of the client experience.
  • Keep customers informed on request status and progress via email or phone; Make initial assessment of requests; attempt to resolve them or refer them to someone who can monitor and escalate procedures relative to appropriate SLA.
  • Resolving aging incidents and confirmation with the customers; co-ordinate 2nd and 3rd line support; monitor service desk queues to ensure tickets are closed in a timely manner.
  • Provide root-cause analysis for complex issues including action plans to prevent reoccurrence

    • Required Qualifications :

  • Experience :
  • 3 5 year software support / technical client services related experience.
  • Available to work in rolling shifts.
  • Demonstrate an accepted level of knowledge and proficiency of the below technologies :
  • High level knowledge in operating systems such : Linux / Unix, Windows.
  • Well versed with Linux / Unix Commands.
  • Good knowledge of SQL and Oracle database ( 19c and above ).
  • Good knowledge of ETL process and tools.
  • Knowledge of ITIL tools & processes, preferrable Service Now.
  • Experience in working on service delivery process including Incident Management.
  • Good understanding of end-to-end production support process and escalation procedures.
  • Troubleshooting Software (Process Monitor, Fiddler, Wireshark).
  • SFTP / FTP protocols.
  • Secure communication protocols management (HTTPS, SSL, etc.)
  • Cloud Computing Services Knowledge (SaaS, IaaS, PaaS).
  • Virtual Meetings technologies (Teams, Cisco WebEx, Zoom).
  • Microsoft Office for individual use (Outlook, MS Excel, MS Word, MS PowerPoint, OneNote).
  • Familiar and proficient working on Virtual environments and using VPNs.
  • Self-starter, quick learner and proactive.
  • Commitment to long-term working relationship.
  • Able to coach / mentor other less experienced team members.
  • Experience in similar positions for Application / database support is preferrable.
  • Preferred knowledge / proficiency of the below technologies :
  • Microsoft Active Directory.
  • ITSM tools (ServiceNow)
  • Organizations & People :
  • Technical and business acumen to deal with the below situations :
  • Maintain professionalism with various levels of client personnel.
  • Demonstrate strong written and oral communication skills (Active Listening, Client Focus, Negotiation).
  • Demonstrate strong analytical skills (Adaptability, Desire to learn, Logical Thinking, Problem Solving, Critical Thinking).
  • Team player (Empathy, Collaboration, Accepting and providing Feedback).
  • Able to perform under pressure
  • High attention to detail
  • Partners & Suppliers :
  • Technical and business acumen to deal with the below situations :
  • Maintain professionalism with various levels of client personnel.
  • Customer Oriented Mindset ( Value creation Focus).
  • Follow up and accountability with third party companies to assure the best quality of service to Fiserv’s clients.
  • Procedures :
  • Compliance with :
  • Established Service Level Agreements and escalations procedures.
  • Incident, Problem and Change Management processes.
  • Preparation and assistance to Daily Status meetings.
  • Corporate Training, Policies and Standards.
  • Collaboration with
  • Identifying and proposing innovation and continues improvement initiatives.
  • English : Strong written and communication skill.
  • Experience in the financial services industry is a plus.
  • Other desired skills and competencies :
  • Leadership Skills (Decision making, Mentoring, Time management).
  • Self-driven (Self-learner, organized and self-motivated).
  • ITIL, OnBase, Agile or Microsoft Certifications / Experience is a plus.
    • Reportar esta oferta
    checkmark

    Thank you for reporting this job!

    Your feedback will help us improve the quality of our services.

    Inscribirse
    Añadir a los favoritos
    Eliminar de mis favoritos
    Inscribirse
    Mi Correo Electrónico
    Al hacer clic en la opción "Continuar", doy mi consentimiento para que neuvoo procese mis datos de conformidad con lo establecido en su Política de privacidad . Puedo darme de baja o retirar mi autorización en cualquier momento.
    Continuar
    Formulario de postulación