Production Management, Issues Management – Technology Support II

Short Description:

As an Issues Management Analyst in Production Management, you will be required to thoroughly evaluate information, engage, and communicate issues to help remediate and resolve business and production problems efficiently and effectively. In support of Production Management function, you will work closely with other resolver groups as needed to mitigate client impacts and operate within defined case resolution time. This entails extensive research, resolution and root cause analysis of issues which can be associated with our distributed technologies, user interfaces or client specific configurations. Issue resolution requires collaboration between various business and technology teams, and you are responsible for ensuring resolution of all assigned issues as well as communication to applicable stakeholders.You will be responsible for technical analysis and troubleshooting across multiple platforms, supporting production, merchants, and other resolver groups.

Job Responsibilities:

• Ensure timely and accurate resolution of Issues Management cases. This requires you to conduct research, identify and coordinate work activity between stakeholders in a matrix organization and manage the lifecycle of the issue until resolved
• Effectively communicate analysis of issues to internal and external stakeholders as directed
• Builds and maintains strong relationships with Relationship Managers, Client Service Account Managements and Technology teams to identify process improvement opportunities
• Ensures cases are resolved within established timelines for completion

Required qualifications, Skills and Capabilities

• Bachelor’s degree or 3+ years equivalent relevant work experience
• Minimum 2+ years’ experience in a Customer or Client Facing related role
• Experience with AWS Snowflake, Oracle Database and SQL query experience writing and modifying complex queries
• Excellent communication skills, organizational skills and time management skills
• Excellent technical skills and business acumen related to data management and payments processing
• Ability to work independently with minimal supervision as well as collaborate within a group
• Experience with incident management, production support and problem management processes

Preferred qualifications, skills and capabilities

• Minimum of 1+ year experience with help desk ticketing systems
• Ability to influence and lead technical conversations with other resolver groups as directed
• Bachelor’s degree or 3+ years equivalent relevant work experience