CIB Merchant Services Global Technology Operations

Job DescriptionAs a member of our Technology Operations team, your initiative and creative problem-solving will help propel global merchant oriented payment operations in technology and business. Working with a team of motivated collaborators, you'll monitor payment platform, ensuring the successful operation of payment processing system and application in technology infrastructures. You'll play a key role in the care and support of customers, including proactive incident monitoring. In addition to valuable on-the-job experience, you'll receive coaching, mentorship, and a host of other development Job Summary:The TechOps Team plays a critical role in the continual success of Merchant Services business processes and the health of the plant 24x7x365.The TechOps team supports our payment processing platform that include front-end and back-end platforms/applications in both on premises and on cloud. Support includes (but is not limited to) advanced troubleshooting, answering technical and policy questions, parsing data in UTF/ISO specifications, troubleshooting network issues and participate in escalated technical calls.This position offers a great opportunity to become part of a leadership team. It will also afford you opportunities to become a subject matter expert on the various systems, platforms, tools, procedures, and processes we utilize.With the various projects our TechOps handle, you will be engaged and work closely with different teams, both internal and external, quickly becoming a go to resource for information and resolution, which leads to executive visibility.The TechOps position is your starting point for further growth into leadership due to the experience gained by taking part in coaching opportunities, the interview process and our internal training process.We are looking for someone who is hungry for career growth, has demonstrated intellectual curiosity and is passionate about people and process.Working in Application Support means you'll use both creative and critical thinking skills to maintain application systems that are crucial to the daily operations of the firm. You'll play a key role in the care and support of customers, including proactive incident monitoring. In addition to valuable on-the-job experience, you'll receive coaching, mentorship, and a host of other development opportunities to advance your career at the firm and beyond.Job Responsibilities: Document, track, and research merchant technology reported issues reported via monitoring platform or merchant/business partners. Research and resolved issues escalated from various areas such as internal alerts, Help Desks, Management, Support Groups and other departments Provides accurate problem identification, ticket documentation and customer/vendor dialogue Provides activity, progress and status reports to management and keeps management posted of any critical issues Communication with multiple stakeholders Identifying improvement scope in BAU operations tasks Weekend support requirement and will involve support on Sat / Sun as part of shift based coverage. Required Qualifications, Skills & Capabilities: BS/BA degree or equivalent experience; Basic knowledge of payments industry Working knowledge of operations incident management process Strong analytical and problem resolution skills Ability to identify problems, troubleshoot, and drive them to desired result following standard technical operation procedures Experience in handling technical queries from both internal business and end customers Minimum 3+ years’ experience in technical operations of any domain/business that involves multiple stakeholders /partners Minimum 2+ years’ experience in incident management and operations procedures/processes and customer support. 3+ years of overall professional experience in a large-scale, time sensitive , fast paced, technical operations environment. Preferred Qualifications, Skills & Capabilities: ITIL and AWS Certified is a plus Basic knowledge of payments technology is preferred 1+ years of working experience in AWS technical support is preferred Understanding of monitoring tools Netcool/Splunk is a plus.