Professional, Systems Administration
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.
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