Take a step forward and let Edenred surprise you.
Every day, we deliver innovative solutions to improve the life of millions of people, connecting employees, companies, and merchants all around the world.
We know there are hundred ways for you to grow. With us, you will expand your skills in a multicultural, challenging, and dynamic environment.
Dare to join Edenred and get ready to thrive in a global company that will offer you endless opportunities.
Edenred is all about meritocracy. You come as you are, and you contribute. Indeed, the Edenred Group recognizes, recruits and develops all talents and singularities.
We are committed to preventing all forms of discrimination and to providing all our candidates with equal opportunities regardless of their gender and gender expression, disability, origin, religious belief and sexual orientation or any other criteria.
International Backline Support Engineer
Objective
To be part of a larger team who collectively deliver a world class seamless 24/7 IT Service Operation support, by effective system monitoring and providing a professional and highly engaged, technically able, workforce.
Using tools, techniques, and initiative to achieve best in class service.
Ensuring all clients and systems are optimised and updated during the most convenient times to maintain BAU function.
Working within strict SLA timelines mean restoration of service is a priority, short term workaround solutions can be required if the longer-term solutions need to be developed, Problem Management is there to protect clients from any known issues.
Lead from the front on all technologies consumed and used by Paytech.
Train, coach, and mentor peers and the wider Frontline workforce to ensure the effective working of the entire SOps team.
The establishment of root cause from any unplanned outage/complex IT failure is paramount.
Accountable to
Responsible
1. Own the problem management process in accordance with the business & client needs.
2. Act as a bridge between (clients, Frontline and other PPS stakeholders) and development
3. Support on execution of the end-to-end post-mortem including actioning all of the lessons learnt tasks.
4. Identify and classify Problems and their root cause, ensuring a timely resolution to prevent recurring Incidents in accordance with the Problem Management plan.
5. Provide recommendations for improvement to services with the purpose of increased availability, improved service levels, reduced costs, and improved convenience and satisfaction by reducing the number of operational problems
6. Define and implement criteria and procedures to report problems identified, including problem classification categorization and prioritization
7. Investigate and diagnose problems using relevant subject matter experts to assess and analyse root causes
8. Perform proactive problem management, collect, and analyse operational data (especially incident and change records) to identify emerging trends that may indicate problems.
9. Participate in and assist with the facilitation of ad-hoc and recurring meetings pertaining to problem management and process related gaps.
10. Revise and maintain a problem management plan, policies and procedures that reflect industry best practices
11. Develop, measure, and analyse the Critical Success Factors and Key Performance Indicators and generate metrics reports.
12. Coordinate with internal management and provide consultation to all process services.
13. Assess and build action/development plans for current & future technology knowledge & skills that are required within the Sop’s wider team, to succeed in Service Delivery.
14. Optimise Support ticket/workflows in line with Support Standards and Procedures to deliver a high and consistence performance from your team and each team member, whilst also committing to the adherence of the client SLA.
15. Proactively identify any potential disruption to any or all products & services for our clients.
16. Resolve a range of complex issues quickly and smoothly, taking ownership for all tickets, including longer-term issues, through to successful resolution and with a primary goal of identifying the Root Cause so that reported problems will not reoccur.
Working relationships
All internal teams and departments, corporate customers and suppliers
Key result areas
17. Good Feedback from clients & internal departments
18. Ticket management and SLA Adherence
19. Raise quality defects/SUPPS with engineering, measured by above 70% acceptance
20. Own Post-Mortem tasks and actions
21. Client satisfaction: Measured by Ticket feedback, Annual survey results, Escalations
22. Individual Performance: Tickets/Attitude/Professionalism
23. Adherence to Support Standard & Procedures
24. Proactive ideas and projects initiated within your team
25. Demonstrating strong ownership and accountability
26. Improvement Ideas, Knowledge sharing, Coaching & Mentoring
27. Taking ownership of longer-term issues through to resolution, with an aim that the problem will not reoccur by identifying the Root Cause, while providing consistent professional customer service to ensure client satisfaction from exemplary communication.
28. Reviewing and approving of system and configuration changes
29. Acting as a gatekeeper for all new products and technologies entering Sops
30. Creating quality reporting and making data lead discissions, using trending data to identify and target ticket reductions, firstly in ticket volumes and then focusing in on time reductions if the ticket cannot be deflected.
31. Development of training material and successful growth and readiness of the wider SOps teams
Core skills
Essential Skills
32. Demonstratable problem solving and ownership skills
33. SQL – Experience in complex writing SQL queries
34. Unix – Highly capable and demonstratable effective competence
35. Java – Ability to read Java code
36. Experience in the definition and design of complex solutions
37. Experience in building and selling business cases for complex projects
38. Proven experience in client relationship management
39. Proven ability to build high performing teams
40. Degree or equivalent in a computer science or a scientific/technical discipline
41. Fluent English
42. MS Office
Desirable knowledge/experience
43. AppDynamics
44. Jira/Jira Service Desk
45. Confluence
46. OpsGenie
47. Citrix
Personal attributes
48. Client focused
49. Eye for detail and led by data
50. Selflessness support of others
51. Coaching & Mentoring with the ability to influence others
52. Innovative and Open with a willingness for change
53. Dedication & tenacity to own and drive a better outcome
54. Excellent, professional communication skills written and oral
55. Ability to prioritise in a dynamic and fast paced environment
56. A self-starter who is motivated to improve
57. Flexible and Adaptable and leads by example
58. Comfortable with handling confidential/sensitive data
The successful candidate will excel in their role if they are able to enthusiastically overcome hurdles, quickly adjust to changing priorities, and remain light-hearted while working in a pressured financial environment. We are looking for an honest, keen, and hardworking person who is looking to progress and will take ownership of challenges daily. Colleagues throughout the company will see you as ‘the person they go to’, knowing you consistently demonstrate good judgement and decision making. Within the team you’re someone people trust as a discreet confidante, who they would be happy to come to if experiencing any troubles, knowing you would provide suitable support/guidance.