Verifone are seeking a Senior Application Support Analyst to work as part of its ‘Cloud Services’ team to support and maintain the various databases and applications within its payment environment. The primary focus for this role will be to support VSP which is hosted primarily on a Windows Server and SQL Server environment, processing millions of transactions each day. To achieve this the company offers 24/7 services with strict service availability and service level agreements. Dependent on Business requirements, the scope of this role may change.
Job Description Summary:
The successful applicant will be working in a fast-moving managed service environment so must be flexible and be able to multi-task between resolving support issues and working on projects to meet the company’s long-term goals. The Verifone Cloud Services Team spans across multiple locations, some international travel may be required and therefore the Candidate must possess a valid passport. Support of the company’s bespoke developed payment applications and hosted Microsoft SQL Server databases in both production and pre-production environments hosted internally and on customer premise.
Recommends improvements and optimizations to improve the overall reliability, performance and cost of the VCS platform.
Essential Duties and Responsibilities
Complete BAU tasks, escalating where exceptions occur
Respond to and escalate service incidents, ensuring all incidents are resolved within SLA.
Develop and implement new BAU tasks and manage change within BAU task procedures.
Complete acceptance testing of new releases and patches, providing technical feedback to Development
Manage the deployment of system changes and maintenance tasks during specified maintenance windows.
Perform as part of a team, respond to Customer RFPs.
Preparation of technical documentation and SLA reporting.
Perform as part of a team providing 24/7/365 on-call support by responding to escalations, alerts, incidents and problems that affect the environment and payment systems the team is responsible for.
Perform as part of a project delivery team if/when assigned.
Perform in a role as a subject matter expert in support of the environment and applications assigned
Responsible for providing regular status updates, issues, concerns to management
Apply a sense of urgency, commitment and focus on the right priorities in developing solutions in a timely fashion
Review documentation and change control for technical accuracy
Participate in product evaluation initiatives including feature analysis and system trade-offs
Provide support and input for PCI audits and security compliance
Perform other duties as necessary
Delivers quality on time
Works to delivery enterprise quality
Ability to participate in design and architect of technical solutions
Seeks out opportunities to improve own and team performance
Recommends potential improvements in infrastructure, automation, processes or services and is prepared to manage change
Demonstrates initiative when resolving incidents or problems
Monitors and follows up outstanding issues
Ability to work in cross cultural environment.
Ability to manage risks
Fast learning curve
Self-motivated and accountable
Should possess excellent communication skills to interact with various stakeholders of the project
Effectively apply critical thinking and technical expertise to efficiently guide the team
Good team player
Exposure to payment gateway architecture/application
Knowledge of card payments industry
Knowledge of PCI compliance and PCI audits
Experience of working in a hosted service environment running mission critical non-stop applications
A university degree in an IT related discipline.
Knowledge & Experience
Bachelor’s / Master’s Degree in Computer Science, or equivalent experience
Strong written and verbal English communication skills
Minimum 5 years’ experience in supporting applications in production environments running on Microsoft Windows
Minimum 3 years’ experience in supporting Microsoft SQL Server databases in production environments
Experience following change management and incident management processes
Experience providing on-call support
Awareness of release and deployment best practices and SDLC
Awareness of security best practices
Strong problem solving and analytical skills
Strong time management and ability to work both independently and with others
Solid knowledge of current internal and external IT industry standards, practices, and methodologies
An understanding of network topology
An understanding of certificates and their management
ITIL Foundation certification
Issue identification and resolution
Responding to, and escalating service incidents, ensuring resolution within SLA
Develop and implement new operational tasks
Performance monitoring and optimisation suggestions
Monitoring of critical payment gateway databases and services
Creation of internal and Customer/Business MI (Management Information)
Complete acceptance testing of new releases and patches, providing technical feedback to Development and QA Teams
Managing deployment of system changes and maintenance tasks during specified maintenance windows
Supporting major change projects and initiatives
Implementation and continual improvement of gateway application, database and service monitoring
Analysis and improvement of application and database architecture
Providing input into the development and application of policies and procedures
Maintaining of technical documentation
Fulfilment of business request and Customer boarding requirements
Ensuring security and compliance requirements are met
Participating in internal and external audits
Working alongside remote Application Support Analysts
Liaising with Verifone development, QA and Security & Compliance teams
Liaising with internal Cloud Services Teams – Networking, Infrastructure and Database-Infrastructure
Liaising with Verifone’s 24/7 IT Operations Centre responsible for monitoring and incident escalation
Providing out of hours on-call support for the managed services as part of a rota
Attention to detail
Good written and verbal communication skills.
Ability to work individually as well as to work with others in the team
Nivel Jerárquico: Empleado
Estudio Mínimo Necesario: Terciario Completo
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