We are looking for a Technical Support Analyst.
Requirements:
Must have 4-5 years experience of:
● Post production or maintenance support e.g. Customer facing interaction, customer handling, communication skills, participating in conference calls, talking to customers.
● Level 1 and 2 customer and technical support for complex production applications.
● Debugging of issues and resolution. Provide sufficient data (logs, configurations, traces, etc.) to Application Development team if issues taken up for defect fixing.
● Co-ordination with different teams such as Application Development, Project and Product Management.
● Experience of bug analysis & simulation of the bugs reported from the Customer.
● Understanding of Severity and Impact levels of application and customer problems.
● Able to analyze and resolve issues or provide workaround solution on priority cases.
● Able to provide informal, internal training and/or mentoring or peers where appropriate.
Must Have:
● Bachelor’s degree or equivalent experience in software domain.
● Minimum 4 years relevant working experience.
● Good command of written and spoken English.
● Self starter, independent, fast learner, working in stringent timelines and with a sense of urgency when working with customers.
● Possess politeness, confidence, tact, patience, politeness, and diplomacy while dealing with complex problems and irate customers.
● Ability to work independently and collaborate with others as required.
● On-call support rotation will be required.
● Shift System rotation may be required as needed.
● Some night calls will be required to interact with Global team.
● Travel may be required, either domestic or international.
Specific Technical / Product Skills:
● Production Support & Maintenance experience in Base24-eps on Tandem, IBM Unix/AIX platform and RHEL platform.
● Exposure and usage of HP Nonstop technology and Unix/AIX environments.
● In-depth usage and supporting of Base24-eps systems product.
● BASE24-eps UI desktop and Configuration of BINs, cards, message profiles, Institutions etc.
● Having knowledge on BASE24-eps configurations, routing and object oriented methodology.
● Good Knowledge on Auditing tools (Audit, traces and other UI logs) and utilities.
● Good knowledge on using XPNET product with BASE24-eps, like connectivity and configuration.
● Good Knowledge on Java, C++ concepts to review the code to troubleshoot various issues.
● Good Knowledge on TDE’s, Tokens.
● Good Knowledge on Application management and environment management.
● Good Knowledge on BASE24-eps installation and Fix installation methodologies.
● Support for Configuration and Integration of TSS with Various HSM’s within Base24-eps systems.
● Strong experience in Switch Vendor specifications for Visa, Mastercard (MDS, BNET), Amex, JCB and CUP.
● Strong experience in ATM/POS vendor specifications.
● Base24-eps Scripting and good understanding in reviewing the scripts.
● Hands on experience on DALCI utility.
● Knowledge on ICE, ICE-XS – Communication handler.
● Well-versed with the ISO8583 messaging protocol.
● Good working knowledge of ATM, POS, EMV, TSS on BASE24-eps.
● Good working knowledge of C-tree, Oracle and PostgreSQL.
● Additional knowledge on CDE/SDK environments is recommended.
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