Production Support Technician II

Job Title

General Duties & Responsibilities

Maintains scheduling system and new/improved work procedures for processing environment.

Monitors applications, systems and hardware in a processing environment for abnormal processing conditions.

Researches and resolves user problems as well as issues and problems with software systems, operations processing and assigned processing environments.

Makes effective use of tools and resources, such as DDF, BBI, Control, TSO/ISPF, OMEGAMON, Netstat, Connex, Netview, PCS, MICALL, etc. to solve the problem. Makes effective use of tools and resources, such as ITO Message Browser, TSO/ISPF, What's UP Gold, Glance Plus, Voiceplan, ECS/Control, Networker, ADSM, pcANYWHERE, ACSLS, etc. to solve open systems production or system problems. Utilizes manuals, write-ups and other tools as an aid in solving problems. Contacts others who are experienced in the area for problem solution ideas. Contributes to the body of knowledge by adding solutions and other information that would be useful to others.

Follows escalation procedures when appropriate to resolve processing problems and user problems in a timely manner and meet service levels and other standards for the job.

Coordinates testing of applications, systems, processes and procedures, hardware and/or software changes.

Analyzes and implements changes or additions to software systems and operations procedures.

Trains internal customers (employees) on changes, new systems or new procedures.

May identify new tools, technology or processes that improve overall processing environment or processing efficiency.

Assists in defining external and internal customer problems and needs. Discusses expectations with customers. May explain solutions directly to customers where appropriate.

Maintains operations support disaster recovery/business continuity plans for assigned processing environments. Coordinates and conducts disaster recovery testing as required, documents test results and documents modifications required for future testing.

Typically supports production environments but may support only non-production environments.

Completes project assignments and special projects commensurate with job expectations.

Other related duties assigned as needed.

Education Requirements

High school diploma or GED

General Knowledge, Skills & Abilities

Knowledge of company software products

Knowledge of mainframe and/or open systems operating systems

Ability to effectively use production control tools and resources for mainframe and/or open system processing environments

Excellent customer service skills that build high levels of customer satisfaction for internal and external customers

Excellent verbal and written communication skills to technical and non-technical audiences of various levels of the organization or that of clients, e.g., executive, management, individual contributors

Willingly shares relevant technical and/or industry knowledge and expertise to other resources

Excellent problem-solving, team and time management skills

Is resourceful and proactive in gathering information and sharing ideas

FIS Job Level Description

Developing professional role. Moderate skills with high level of proficiency. Develops and implements solutions that require analysis and research. Works on small to large, complex projects that require increased skill in multiple technical processing environments. Possesses systems knowledge in at least one specific business area. Works on one or more projects as a team member or occasionally as a project lead. May coach junior production/operations support staff. Works under general supervision with latitude for independent judgment. May consult with senior peers on certain projects. Typically requires four or more years of production/operations support or computer operations experience.