Job Description :
Lead Technical Operations Analyst
The candidate for this position will require knowledge of Automated Teller Machines (ATM) and the configurations of the local software installed on the predominant ATM vendors in the US which will allow you to troubleshoot and determine root cause of Terminal or network related issues. Candidate is responsible for interacting with clients, other employees and third party vendors to resolve issues using hardware and software systems through defined process and techniques. Working Knowledge of Windows servers and Tandem systems which they will use to focus on production and non-production technology systems. Their day-to-day responsibilities will include leading the team through daily operations with Guidance from immediate manager. Individual will also be supporting client issues related to ATMs, developing support utilities and applications for managing ATM services, implementation of Card Free Cash configurations, addressing client/vendor/internal escalated requests for assistance; engaging with implementation teams on the troubleshooting and root cause identification of ATM Related issues. Must have overall understanding of DevOps and fundamental multi-tier application support. Rotating on-call, project participation, and business continuity support for the ATM services, Windows and ancillary servers/applications which our team supports. Assist and develop scripting alerts to monitor production systems, respond to and troubleshoot escalated incidents. Must have excellent communication skills, as the role periodically interfaces with clients, vendors and business partners. ATM knowledge is required, familiarity with SQL scripting and Java application development is a plus.

Essential Job Responsibilities:
ATM industry knowledge of ATM functions, configuration and fault reporting.
Tandem application support and experience with Windows systems troubleshooting within non-production and production multi-tier environments.
2-3 years in an online banking, software support or technical services environment.
Must possess a technical understanding of software development and associated processes.
Must have excellent oral and written communication skills, a strong customer orientation and good organizational skills.
Individual must be process orientated, self-motivated and somewhat creative and must work well under pressure
Must be able to work independently, yet maintain great relationships with peer team and cross-team members
Possesses autonomy, initiative, and a strong sense of accountability
24x7 on call support of applications on a rotating basis, and participate in resolution of escalated incidents.
Create application monitoring scripts and automate alerts that can inform of problems in logs files.
Recommend performance and infrastructure capacity improvements as well as enhancements to existing macros and utilities in use.
Point of escalation accountable for diagnosing and resolving customer impacting issues.
Review turnover artifacts to ensure completion prior to executing production installs.
Participate in assigned projects representing the support organization, communicate status, issues and delivery risks.
Work with Change Management/ Release Managers on the evaluation of change events and in planning work items for production deployment.
Participate in code installations or fallbacks. Individual will validate systems are operating as they should after a code install has completed. Will work with release management when required. Document install defects and assign severity to the problem that occurs and work with various teams to determine root cause.
Perform trending and analysis of problems; develop risk mitigation plans for continuous improvement.
Ensure monitoring alerts and system events are risk assessed, prioritized, and worked aggressively.
Maintain and/or create technical support documentation, and work with offshore resources to assume the same.

Basic Qualifications for Consideration:

Education: Bachelor’s degree in Computer Science/Information Systems, or equivalent
Must Have 3-5 years of ATM service related experience and knowledgeable of terminal configurations and Applications
5+ years of IT experience in a technical production support role with background in Tandem utilities and Tandem configurations as well as Windows Systems Administration and/or Windows development. ATM application knowledge is a plus.
Hands-on knowledge of writing SQL for Oracle or SQL Server
Solid experience scripting in PowerShell
Microsoft Desktop Services, Virtual Services