Professional, Systems Administration

hace 3 días

Alajuela, Alajuela, Costa Rica Fiserv, Inc. A tiempo completo

**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.
- 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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