Lead Production Support Engineer

Operational Support:

• Enhance the overall availability of Postilion systems.

• Manage and implement the correct patches following the appropriate patch management.

• Respond to, resolve, and close tickets related to maintenance tasks, change management, and routine activities.

• Apply Postilion, operating system, and database patches according to the scheduled system patch management policy.

• Perform proactive and effective monitoring of switch ecosystems.

• Conduct standby activities as required.

• Complete timesheets and other required records to facilitate effective billing and costing.

• Administer transaction switches in a PCI-compliant environment.

• Administer the Hardware Security Module (HSM), such as Futurex or Thales.

• Respond to and resolve incidents and problems promptly as well as trying to prevent recurring incidents.

• Log and track issues received through various channels in the primary task management tool, such as Jira.

• Escalate project issues to senior engineers in a timely manner.

• Ensure appropriate monitoring levels are established and actively monitored.

• Identify and execute proactive projects to enhance overall team performance.

Monitoring:

• Serve as the primary point of contact for phone calls and emails from company customers.

• Generate and distribute daily, weekly, and monthly reports.

• Maintain a high level of customer service for all support queries and adhere to all service management principles.

• Monitor the infrastructure network and user application systems, escalating identified faults to the appropriate teams for resolution.

Documentation:

• Ensure system documentation remains current and up to date, reflecting all changes according to company standards and baselines.

• Revise operational run books for each system as necessary.

• Abide by and adhere to all organizational information security policies.

• Generate all project documentation in compliance with information security policies.

• Furnish comprehensive documentation for new applications and products.

• Promptly record changes with the appropriate level of detail in alignment with the company's change policy and procedures.

General cross functional tasks:

• Collaborate with external partners, including banks and telecommunications organizations, to proactively drive incident resolution and minimize repair time.

• Identify and implement innovative improvements to current processes and workflows.

• Ability to perform tasks outside of normal business hours as and when needed.

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• Bachelor of Science in Computer Sciences, Information Technology (IT) , or Software Engineering or related field from a recognized university.  

• Certifications such as VCP6, MCSE: Server Infrastructure, Microsoft Certified Solutions Associate (MCSA), CompTIA A+, CompTIA Network + and Cisco Certified Network Associate (CCNA). Two or more of the following is advantageous.

• Proficiency in using Structured Query Language and designing crystal reports.

• Proficiency in using Microsoft word, Microsoft Excel, Microsoft PowerPoint, Microsoft Projects, Microsoft Visio and Microsoft 365.

• Demonstrable experience in working with relational database management systems; experience with Microsoft Structured Query Language (SQL) server works as an added advantage.

• Excellent communication and interpersonal skills.  

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