Production Application Support Specialist

Summary:

The Production Application Support Specialist role is for someone eager to learn and grow with the global ATM managed services business. This role will be responsible for providing front line investigation, fielding questions, providing support and resolution paths on technical issues, application outages and third-party vendor applications. This role will be responsible for ensuring operational state of the production applications, day-to-day technical operational activities, manage escalations, create/modify procedures/approaches to suit specific application situations, establishment and execution of 24x7 support, coordination of recovery efforts and ensuring SLA targets are met.

Key Responsibilities

· Will lead and participate in 24x7 on-call rotation, providing maintenance, support, and problem analysis/resolution

· Will handle multiple applications and activities

· Manage and support a ticketing system for issues tracking

· Investigate and resolve application errors, events and outages

· Receive and work on support requests from users; investigate problems

· Monitor progress of requests for support and ensure users and other interested parties are kept informed.

· Provide support and solution to inquiries or issues raised which may entail developing work-arounds, working with the business to propose operating procedures, producing additional documentation, and/or escalating requests to software vendor.

· Monitor application systems by regular scrutiny of reports from the applications software or ticket trends/issues reported. Note problems and identify performance trends. Where approved, take corrective action to improve performance and to avoid problems arising

· Liaise with software suppliers on the development of system enhancements to overcome known problems or further fulfill user requirements

· Takes ownership of technical issues and take the initiative to drive the fixes to conclusion

· Manage problems and resolves support issues with a focus on root cause analysis to reduce reoccurrence

· Proactively monitors and identifies application improvement opportunities, providing input to optimize the services

· Participates in technical acceptance testing before moving changes into production

· Works closely with the rest of the support team members to resolve issues quickly and efficiently

· Maintains a high level of customer satisfaction and product quality

· Coordinates issue resolution efforts across product, development, customers, and vendors as required

· Ensures Service Level agreements are met.

Minimum Qualifications

· Experience working in a service or support team or operational application development

· Minimum 3 years’ experience of related application support or systems support experience is required

· Some Experience working as part of larger project teams (activities contribute to larger and broader project that are not software focused)

Preferred Qualifications

· Experience with ATM switching services and/or ATM managed services operations

· Bachelor’s degree in Computer Science, MIS, Business Administration

Competencies:

· Strong consultative, analytical and problem-solving skills

· Excellent interpersonal/communication and presentation skills

· Must be proactive and have a bias for action

· Must have the ability to work independently and manage your own time

· Detail oriented with strong organizational skills

· Must have a strong customer focus

· Must work well within a team

Travel:

Periodic travel required

Brink’s, Incorporated is an Equal Opportunity / Affirmative Action Employer, and is committed to maintaining a drug-free workplace.