上海招聘

JOB SUMMARY: (Provide a specific statement of the major end results expected of the job, from which domain and with which actions does this position contribute to your department's mission?)



The role of the Technical Operations Analyst is responsible for lead operation team the monitoring and operation of the Mainframe environment including subsystems and peripherals in a 24*7 environment.


DUTIES & RESPONSIBILITIES: (List specific action statements to describe the fundamental duties and responsibilities of the job.)

Responsibilities:
% of Time Spent

· Response clients' issues by phone and email

· Communicate solutions, company new service information, policy to account base

· Adapt different tracking system to record clients' issues and positively follow up status

· Communicate and follow up all issues with support teams

· With patient character, team work spirit, urgency and follow through

· Ensure high service delivery quality and customer satisfaction

· Ensure documentations and reports are properly prepared and recorded

· Understand process of SIT, UAT and PRD operation

· Work with US team regarding process to perform online and batch operations

· Apply first level support for the issues in SIT, UAT and PRD environments ;

· Take ownership of all issues in SIT, UAT and PRD regions

· Recommend strategies for improving online and batch operations

· Achieve results through anticipation



REQUIREMENTS:

1.Education: (Level and Major of Education)


Minimum Higher Diploma in Information Technology or equivalent discipline. College's Degree


2.Working Experience: (Minimum experience required in a particular industry, type of organization , functional area)


At least 2 years in IT related experience, preferably in mainframe system operation and working experience in a service desk role in MNC. Call center experience from financial institution/transaction processor/bank is a big plus.


3. Skill & Competency: (Such as personalities, leadership, teamwork, communication etc.):


Technical

Knowledge of mainframe system operation

MSOffice

IBM Mainframe or similar



Objective

Service oriented mind with patient character, team work spirit, urgency and follow through

Ability to work independently with minimum supervision

Result-oriented who could work under pressure

Team-player with good working attitude

Strong working knowledge of PC based internet and software applications

Knowledge of mainframe related technical skills such as VSAM, COBOL, JCL would be a plus.

Familiar with Vision PLUS systems would be a plus



Personal

Responsible

Accountable

Motivated

Sound analytical skills

Reliability and Punctuality

Flexibility and adaptable to change

Ability to work under pressure and to deadlines

Team player

Willing to work shifts



4. Leadership & Supervisory: (Does this position supervise other positions? If so, what positions and grade levels?)


Not applicable



OTHER REQUIREMENTS:

1. Language Requirements :( Please describe the Foreign Language level should reach?)


Good command of English both in oral and written (interface with foreign clients or internal technical supports from US)

Mandarin


2. Mobility Requirements: (Should he/she be willing to travel? How often)


This role will transition to a shift-work position in a 24*7 environment



3. Contacts: (List internal and external individuals or departments with whom the incumbent must have a working relationship with?)


Application Development

Network

Security

Facilities


Employees are required to perform their jobs in a courteous and professional manner and contribute to a productive teamwork environment while maintaining reliable attendance. Employees are further required to maintain an acceptable level of performance and, when needed, work additional hours beyond the normal workweek, handle multiple projects within specified time frames, and accept change and shift direction midstream. Employees must also adhere to all policies as stated in the Employee Handbook, FDC Code of Conduct and any other company policy.

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有意者请将简历发送至：
chinahr@firstdata.cn