My client is a global financial software company looking for a Technical Operations Support Analyst based at their Theale office.
Technical operations support analyst within the Theale Bureau Operations Hub supporting their Cloud Payments and Financial Messaging solutions including the Direct Faster Payments Service.
Case management to second/third line level via phone, portal and email (logging, acknowledgements, updates and completion of all case notes). Case diagnosis and resolution; case routing where further levels of technical support are necessary; execution of correct escalation procedures when appropriate.
Operational support of the Financial Messaging and Direct FPS Service applications software and security.
Incident process initiation and incident management.
Operational support of their Cloud Services applications (PT-X Suite).
Logging, tracking and issues with the FPS Central Infrastructure and GT Suite.
Direct communication with customers of the Direct FPS Service and the VocaLink FPS Operations team.
Pro-actively informing customers and Vocalink of any issues with the Direct FPS service.
Strict adherence to FPS Service and Cloud Services service level agreements; manage all exceptions through the introduction of service improvement activities.
Uploading the Extended Industry Sort Code Directory (EISCD) to the service on a weekly basis.
Maintenance and development of solution related resources and documentation (e.g. procedures, software, checklists/plans, etc.).
Support the Transactional Operations team in the maintenance and running of the systems / servers that underline the services they offer
Managing all communications empathically, clearly and to testing, published SLA’s.
Recognising the criticality of the services under our care and always responding with this in mind.
Work to ITIL methodology to ensure industry best practice is maintained at all times.
Experience and Qualifications
The ideal candidate would have:
At least three years’ experience in Service Delivery or Technical Support
ITIL best practice experience/qualification in Service Continuity Management, Change Management, and Escalation Process.
A demonstrable understanding of computers, with knowledge of the Windows operating systems, Windows Server
Understanding of Linux/Unix (command line)
Ability to create and follow Standard Operating Procedures
SQL Server administration and optimisation experience and/or Oracle database
Virtualisation experience e.g. VMWare, Hyper V, KVM
Understanding of TCP/IP
Experience of managing web applications on Apache, IIS, Oracle WebLogic.
Formal training in computer science.
Experience with automated deployment tools, such as Puppet.
Knowledge of ISO 27001 standards
A good understanding of the UK Faster Payments Service or SWIFT Service would be very advantageous