Technology Support II - Merchant Payment Processing
Join a dynamic team shaping the tech backbone of our operations, where your expertise fuels seamless system functionality and innovation.
As a Technology Support II team member in the Payment Processing group, you will play a vital role in ensuring the operational stability, availability, and performance of our production application flows. Your efforts in troubleshooting, maintaining, identifying, escalating, and resolving production service interruptions for all internally and externally developed systems support a seamless user experience and a culture of continuous improvement. This group processes payments for many different types of Merchants that we work with.
Job responsibilities
- Ability to work the current schedule of Sunday-Thursday, 11 am- 8 pm est
- Monitoring our processing for our merchants using a variety of tools
- Handle customer-facing phone calls for critical break/fix issues (low volume)
- Analyze and troubleshoot production application flows to ensure end-to-end application or infrastructure service delivery supporting the business operations of the firm
- Improve operational stability and availability through participation in problem management
- Monitor production environments for anomalies and address issues utilizing standard observability tools
- Assist in the escalation and communication of issues and solutions to the business and technology stakeholders
- Identify trends and assist in the management of incidents, problems, and changes in support of full stack technology systems, applications, or infrastructure
Required qualifications, capabilities, and skills
- 2+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
- Knowledge of applications or infrastructure in a large-scale technology environment on premises or public cloud
- Exposure to observability and monitoring tools and techniques
- Familiarity with processes in scope of the Information Technology Infrastructure Library (ITIL) framework
Preferred qualifications, capabilities, and skills
- Knowledge of one or more general purpose programming languages or automation scripting
- Knowledge of Cloud services such as AWS
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