Our group serves nearly 66 million consumers and over 4 million small businesses, municipalities and non-profits. You’ll support the delivery of award winning tools and services that cover everything from personal and small business banking as well as lending, mortgages, credit cards, payments, auto finance and investment advice.
This group is also focused on developing and delivering cutting edged mobile applications, digital experiences and next generation banking technology solutions to better serve our clients and customers.
Job Description :
In the Production Management application support team, you will be responsible for monitoring and providing technical applications support for the Chase Merchant Services line of business.
The Merchant Services application portfolio is an enterprise level application platform which provides proprietary framework to integrate solutions for all business payment types, including credit, debit, prepaid stored value and electronic check processing as well as digital, alternative and mobile payment options.
This team is the first line of defense and accountable for the applications being available to meet business demands. The team leverages tools to proactively monitor the health of the applications and infrastructure ensuring processes are running, feeds are processing, jobs and dependencies are being executed, and ensuring all business functionality and support requirements are met.
The team operates in a DevOps environment using Agile based methodologies and implementations. In addition to daily support takes, you will also be responsible for project based delivery on technical improvements to the environment such as automation of repetitive tasks, disaster recovery and war games, creating business cases for Application Development partners, and creating tools and support enhancements to ensure plant operationally stability.
Key Responsibilities :
Support Wholesale Payments Merchant Services applications within the production environment, including an extensive and practical understanding of the applications
Technically investigate issues escalated from Merchants, Operations, Help Desks, Support Groups and other departments, effectively strong maintaining relationships.
Maintain and manage application and infrastructure availability with resiliency discipline, with inherent capability to perform complex issue investigation and resolution across wide range of applications
Provides accurate problem identification, ticket documentation and customer / vendor dialogue
Oversee small-to medium-scale projects and delivers presentations with minimal supervision
Provides activity, progress and status reports to management and keeps management posted of any critical issues
Perform timely escalation of critical production environment incidents and proactively identify patterns of recurring incidents to improve service capabilities
Develop and utilize core tools and processes to perform daily function whilst improving day to day practices for the global Merchant Services production management group.
Education & Experience :
Bachelor's degree in a computer related field and 3 to 5 years related experience
Basic Qualifications :
Professional experience in an large-scale, high availability, fast paced, distributed environment
Experience in a technical support role
Experience with databases, Oracle, Informatica, SQL
Experience with VOS Stratus Operating System or Tandem batch processing, including submitting jobs and validating data
Experience in UNIX operating system functionality. UNIX administrative skills a plus
Knowledge mainframe and platforms
Experience using scheduler software such as Control-M, CA-7 and / or Netbatch
Basic knowledge of networking technology
Strong interpersonal skills, including verbal, written, and listening skills with the ability to influence and lead others
Self-Starter with the ability to identify, troubleshoot, and skilled in problem solving and decision making
Proven ability to multi-task, prioritize and attention to detail in a fast paced ever changing environment
Ability to interact with individuals on all organizational levels
Establishes strong working relationships with team members and across functions
Ability to communicate with technical and non-technical customers
Able to work under pressure to resolve issues affecting the production services.
Excellent analytical skills
Additional Skills :
Knowledge in HP-Service Manager (or similar incident ticketing tools such as ServiceNow)
Knowledge of RDMS (like Oracle SQL)
ITIL Foundation V3 / 2011 certified
C / C++ and command macros
Knowledge in IPC (Inter-Process Communication)
Knowledge in Linux / Unix Operating System
Hands on in bash commands and Shell scripting
Hands on in awk and sed language
Experience in Payment processing / Cards industry a plus