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Production Services Analyst

Charlotte, North Carolina;

Job Description:

This role is a Lead role in (ATM Network Support - ANS). Production Services is responsible for running the day to day operations of the technology platform. Work activities specific to Production Services roles include Problem/Incident Management, Release/Deployment, Operational Readiness, Capacity/Availability Management, Application Monitoring, Service Analytics and Reporting, Production Governance, Triage, Associate Support, Change/Configuration Management, etc. The Production Services Senior Analyst identifies possible production failure scenarios, creates incident tickets, enhancements and/or problem tickets in ticket tracking system, and communicates effectively with development and internal business operations teams. Identifies vulnerabilities and opportunities for improvement, as well as maintain metrics to help develop analysis that will drive improvement in all areas of Production Services. Creates and enhances administrative, operational and technical policies and procedures, adopting best practice guidelines, standards and procedures. Takes ownership of escalations and perform trouble shooting, analysis, research and resolution using advanced query and programming skills. Performs analytical, technical, and administrative work in planning, installing, designing and supporting new and existing equipment and software under moderate supervision. Resolves more complex issues. Consults with end users to determine optimal configuration of equipment and applications. Works on problems of moderate scope where analysis of situation or data requires a review of identifiable factors. Exercises judgment within defined procedures and practices to determine appropriate action. Should have increased awareness and exposure to basic technical principles, concepts and techniques. Fully competent to work under general direction on complex projects usually on specific assigned problems. Interprets, evaluates and resolves issues pertaining to the functional operation of technology products. Awareness of business or function for which technical support is needed. May require guidance on more complex projects.

Breakdown of workday, 65% on phone support; 35% technical recovery of ATMs. Schedule is

Thursday, Friday, Saturday; Sunday; Monday

Required Skills

Customer service; Phone support; IT experience; incident management; commensurate experience in a technical support, Helpdesk, ATM servicing or electronic banking operational and/or problem management background. Excellent customer service skills, verbal/written communication, and organizational skills are a must. Candidate must be able to navigate multiple applications simultaneously in addition to Microsoft Office Suite. Candidate must have experience directly troubleshooting issues to maintain stability of a network (ATM is ideal)

Desired Skills

Previous ATM knowledge, Vendor Management experience, networking / communications, , Remedy; Prior lead experience, Proficiency with telephone, as majority of day will be utilizing telecom. .

Technology Infrastructure Organization:

  • Believes diversity makes us stronger so we can reflect, connect and meet the diverse needs of our clients and employees around the world
  • Is committed to building a workplace where every employee is welcomed and given the support and resources to perform their jobs successfully
  • Wants to be a great place for people to work and strives to create an environment where all employees have the opportunity to achieve their goals.
  • Provides continuous training and development opportunities to help employees achieve their career goals, whatever their background or experience.
  • Is committed to advancing our tools, technology, and ways of working to better serve our clients and their evolving business needs.
  • Believes in responsible growth and is dedicated to supporting our communities by connecting them to the lending, investing and giving them what they need to remain vibrant and vital.

Production Services is responsible for running the day to day operations of the technology platform. Work activities specific to Production Services roles include Problem/Incident Management, Release/Deployment, Operational Readiness, Capacity/Availability Management, Application Monitoring, Service Analytics and Reporting, Production Governance, Triage, Associate Support, Change/Configuration Management, etc. The Production Services Senior Analyst identifies possible production failure scenarios, creates incident tickets, enhancements and/or problem tickets in ticket tracking system, and communicates effectively with development and internal business operations teams. Identifies vulnerabilities and opportunities for improvement, as well as maintain metrics to help develop analysis that will drive improvement in all areas of Production Services. Creates and enhances administrative, operational and technical policies and procedures, adopting best practice guidelines, standards and procedures. Takes ownership of escalations and perform trouble shooting, analysis, research and resolution using advanced query and programming skills. Performs analytical, technical, and administrative work in planning, installing, designing and supporting new and existing equipment and software under moderate supervision. Resolves more complex issues. Consults with end users to determine optimal configuration of equipment and applications. Works on problems of moderate scope where analysis of situation or data requires a review of identifiable factors. Exercises judgment within defined procedures and practices to determine appropriate action. Should have increased awareness and exposure to basic technical principles, concepts and techniques. Fully competent to work under general direction on complex projects usually on specific assigned problems. Interprets, evaluates and resolves issues pertaining to the functional operation of technology products. Awareness of business or function for which technical support is needed. May require guidance on more complex projects. Typically has 1-3 years experience in IT or equivalent.

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Learn more about this role

Full time

JR-20012003

Manages People: No

Travel: No

Manager:

Talent Acquisition Contact:

Referral Bonus: