Tech Support Analyst - Monitoring

Job Description

Are you ready to write your next chapter?

Make your mark at one of the biggest names in payments. With proven technology, we process the largest volume of payments in the world, driving the global economy every day. When you join Worldpay, you join a global community of experts and changemakers, working to reinvent an industry by constantly evolving how we work and making the way millions of people pay easier, every day.

What makes a Worldpayer? It's simple: Think, Act, Win. We stay curious, always asking the right questions to be better every day, finding creative solutions to simplify the complex. We're dynamic, every Worldpayer is empowered to make the right decisions for their customers. And we're determined, always staying open - winning and failing as one.

About the team

The Merchant liaison Unit (MLU) is responsible for the monitoring and correction of incoming settlement files for Worldpay's customers. They ensure that the daily files, which contain our customers lists of transactions, are received and imported correctly so that the customers can be paid the monies for those transactions. Corrective action is taken where required and effective liaising with the file submitters is a key part of this role.

In addition, the MLU team is responsible for monitoring the smooth operation of the daily schedule of events for 1 of Worldpay's major acquiring platforms and will work closely with technical support teams on that platform as well with our Major Incident Teams for speedy resolution of large issues.

What you'll own

Workday: Wednesday 6 hour shift (afternoon) Thurs, Fri, Sat 12 hour shift (day)

* Provides technical support activities for a software production processing environment.
* Installs, maintains and supports application/source code and/or its components and subsystems including third party software.
* Detects, diagnoses and reports related problems.
* Analyzes and resolves incidents, problems or known errors related to failures in application and supporting software components.
* Creates and maintains complete documentation relative to the support of application software.
* Provides consultation to internal users with regard to software capabilities and use.
* Follows escalation procedures, when appropriate, to resolve incidents, problems or known errors in a timely manner.
* Uses appropriate diagnostic tools to isolate and resolve incidents, problems or known errors.
* Acts as project liaison/Services Delivery advocate on projects.
* Assists client support with development of internal and client directed communications related to incidents, problems or known errors.
* Plans and supports application specific disaster recovery activities including development and maintenance of documentation.
* Conducts production support validations/certifications and accepts turnover from development.
* Provides standardized operational reporting metrics to business as well as information technology management.
* Monitors and maintains product availability, capacity and performance for products based on defined service level.
* Ability to provide on-call support and extended working hours when called on and willingness to accept periodic rotation to primary 24hour on-call role, responding within prescribed response times.

What you bring
Associate's degree or Bachelor's degree or the equivalent combination of education, training, or work experience.

Workday: Wednesday 6 hour shift (afternoon) Thurs, Fri, Sat 12 hour shift (day)
* Communicates ideas both verbally and in written form in a clear, concise and professional manner appropriate to audience including executive levels

* Previous SQL experience
* Requires a working knowledge of applications and utilities used by supported products
* Skill in basic diagnostic techniques and corrective actions to resolve day-to-day problems
* Ability to demonstrate interpersonal and teambuilding skills and manage conflict
* Ability to analyze and solve problems using learned techniques and tools including escalation practices
* Skilled use of Microsoft Office package and related software applications is required
* Team skills, including the ability to establish and maintain effective working relationships
* Strong analytical, statistical and problem solving skills
* Ability to utilize judgment in decision making process and decisions related to job tasks
* Strong organizational skills and ability to handle multiple tasks and meet deadlines
* Requires the ability to establish and maintain effective working relationships with all levels of management (internally/externally), employees, clients and public

Worldpay perks - what we'll bring for you

We know it's bigger than just your career. It's your life, and your world. That's why we offer global benefits and programs to support you at every stage. Here's a taste of what you can expect.

• A competitive salary and benefits.

• Time to support charities and give back to your community.

• Parental leave policy.

• Global recognition platform.

• Virgin Pulse access.

• Global employee assistance program.

What makes a Worldpayer

At Worldpay, we take our Values seriously, and we live them every day. Think like a customer, Act like an owner, and Win as a team.

• Curious. Humble. Creative. We ask the right questions, listening and learning to get better every day. We simplify the complex and we're always looking to create a bigger impact for our colleagues and customers.

• Empowered. Accountable. Dynamic. We stay agile, using our initiative, taking calculated risks to progress. Never standing still, never settling, we work at pace to achieve our goals. We champion our ideas and stay flexible to make them happen. We know that every action adds up.

• Determined. Inclusive. Open. Unlocking potential means working as one global community. Our work spans borders, and we stay united by our purpose. We collaborate, always encouraging others to perform at their best, welcoming new perspectives.

Does this sound like you? Then you sound like a Worldpayer.

Apply now to write the next chapter in your career. We can't wait to hear from you.

To find out more about working with us, find us on LinkedIn.

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Sourcing Model

Recruitment at Worldpay works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. Worldpay does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

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