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Service Operations Executive

2 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia Global Blue Full time 60,000 - 120,000 per year

Nature and aim of the position

Monitor all defined IT systems ensuring they are functioning effectively per business requirements and take appropriate actions when systems fail or suffer degradation in performance. Escalate where resolution requires SME involvement.

Engage internal and external parties in a timely manner to resolve issues and meet service level agreements. Provide timely notification of cause to the business when SLA's exceed agreed timelines.

Main duties and responsibilities

  • Monitor operator consoles and respond to system incidents, requests and/or faults
  • Process settlement file transfer and inbound file processing
  • Investigate and action the resolution of technology and service problems
  • Support change provision within predefined SLAs.
  • Run all processes and jobs as per the technology operations daily checklists.
  • Run ad hoc jobs as requested by technical support or management areas
  • Log & maintain all Incidents/service requests with the correct detail and severity into JIRA
  • Escalate to second level support when first level service restoration is unsuccessful
  • Ensure quality documentation of IT Operations procedures and run sheet tasks
  • 'Record of incidents' documented and escalations /notifications are timely and effective.
  • Investigate and resolve all outstanding Operational issues
  • (INFRA/JIRA records well maintained and documented
  • Handover, checklists and outage forms well documented
  • Provide after-hours incoming call customer support
  • Resolve after hours merchant queries or escalate to customer care team
  • Follow the fraud alert guidelines to resolve or escalate fractal alerts

KPI's

  • Consider, document and recommend to management a process or technology improvement for the IT Operations Area. The recommendation must be justifiable and realistic.
  • No issues affecting availability caused or influenced by IT Operations
  • No missed SLA's due to issues caused by IT Operations
  • (INFRA/JIRA records well maintained and documented, Handover and checklists well documented and outage form well documented)
  • Follow the Fraud alert guidelines to resolve or escalate fractal alerts

Relates to / cooperates with

Main Function interactions:

  • Business Partners

Main cross - Function interactions:

  • Product Development Team; CMS, TPII, AST
  • Production Services and Information
  • Technical Services
  • Customer Care & Implementation

Background and Education

  • Computer Operator Experience (monitoring and batch processing)
  • Data Centre Experience
  • Computer literacy with applications; windows & windows server, remote/secure desktop, outlook
  • Understanding of FTP protocols (Connect Direct, SFTP, Mcard MFE, Visa Edit Package 4)
  • MasterCard PreEdit and File Express
  • FQS / Impulse application

Specific skills and knowledge

  • TPII application skills (understanding of TPII processes, partner network links, transaction flow, Severity logs, keychange, eracom, etc)
  • CMS & Control M Processing
  • Personal skills (Problem solving, Organisational, Time management, Communication))
  • Excellent communication skills both written and oral
  • Exceptional customer service skills
  • High attention to detail
  • Ability to meet deadlines with minimal supervision
  • Ability to provide a positive contribution within a team environment
  • Professional & Friendly
  • Relationship Management
  • Data Processing
  • Working independently
  • Confidentiality