Description

Responsibilities:

• Experience managing in Data Center and migrating to Cloud environments.
• Own, troubleshoot, solve complex customer technical issues, using collaboration, troubleshooting best practices, transparency within and across teams, maintain updates on the case.
• Error diagnosis (code review if needed), debugging, validation, and root cause analysis.
• Enable replication of issues to verify product-related bugs.
• Contribute to case deflection initiatives, automation, and other digital self-help assets to improve customer/ engineer experience.
• Drive technical collaboration & engagement outside of Fiserv with our internal and external partners.
• Provide technical leadership and mentoring for Support Engineers.
• Act as the primary point of contact for local JIRA Admin escalation

Competencies:

• Customer Focus & Adaptability
• Effective communication
• Team and Collaborative Working
• Process re-engineering with a Solution mindset
• Learning Aptitude.

Experience:

• 4+ years of experience in Technical Support, Software Services, and/or system administration for a large end-user community.
• 2-3+ years of experience working with Jira and Confluence Data Center (preferably on AWS hosted instances)
• Proven track record migrating JIRA and/or Confluence from older instances.
• Proven track record to de-escalate difficult situations with customers, working with executive levels.
• Proven track record of multi-tasking between tickets and mentoring of junior team members.
• Experience in mentoring other support engineers to grow their technical and troubleshooting skills.
• Has supported customers over email, phone, and screen-shares.
• Experience working in a high case volume environment and ability to prioritize.
• Coordinating training for new hires and conducting training using the skill gap analysis.

Must have Skills:

• Demonstrated technical competence with database skills, with the expertise to write and update SQL queries with ease.
• Usage of Browser dev tools, frontend troubleshooting, and HAR File analysis.
• An understanding of Network terminologies such as DNS, DHCP, Usage of Basic Network troubleshooting commands, SSL, Proxy, Firewalls, and identifying underlying Network issues.
• Experience understanding and supporting Java-based apps, being able to analyze/troubleshoot Stack trace and Java-based exceptions.

Nice to have Skills:

• Experience with APIs and REST calls.
• Experience working with Jira Service Manager
• Experience working with Splunk, Dynatrace, Clarity
• Good understanding of OAuth-based authentication and other authentication mechanisms such as SSO/SAML.
• Familiarity with AWS Cloud technologies.
• Experience working in a Linux environment.
• Ability to read/write python scripts or Ansible playbooks.
• Understanding ServiceNow, Aha, qTest, GitHub/GitLab, and Ansible integrations

Key Skills

Education

Bachelor's degree