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System Operator, Night Shift

Location: Mississauga, ON, Canada
Job # 9927754
Cardtronics is a global company, bringing its unique knowledge and ATM operating platform to consumers around the world, from Australia to North America. As a business, Cardtronics places an emphasis on being the innovation and service leader in each of our markets, improving cash access for everyone while providing important benefits for the retailers and financial institutions that make up our client portfolio.  As we continue to grow our portfolio into new markets, you will be joining at an incredibly exciting time and the opportunities to progress are defined and achievable.  You may not recognize our name but chances are you will have used our ATMs
 
SUMMARY
 
The System Operations role provides knowledgeable expertise in diagnosing and troubleshooting banking system, gateway connectivity’s and system outages issues, for mission critical Cardtronics’ systems.  The System Operator is responsible for actively monitoring the state of health of various platforms within the environment using the monitoring tools provided, and reacting to alerts triggered by those systems.  By liaising with the necessary vendor resources, IST Production Support, and the Information Systems department, this position is responsible for first level support of system outages.  The System Operator is responsible for managing any general incidents and keeping internal and external resources informed of issues through to resolution, using Cardtronics’ ticket tracking system and incident management processes configuration, and other specialized ATM software related activities.
 
System Operations and IST Production Support Teams of the Information Systems Department, working closely with the Business Development, Switching Services and Operations groups, designs, develops, implements and supports Cardtronics’ mission-critical systems, ensuring that they are architecturally and systematically sound, following industry security and compliance guidelines. 
 
The Production Support Group implements systems and applications to automate the data processing and overall operation and management of information for the Cardtronics business.  They maintain Cardtronics’ Client Web Services products.  The System Operations Group delivers support to internal and external Cardtronics’ users, as well as support for Cardtronics’ infrastructure and data centers.   This includes support in hardware, software, network and telecoms environments.  The Switch Applications group works with the Postilion transaction processing platform to provide ATM delivery solutions, card management, transaction authorization, and external scheme interfaces.   The System Operations Group is responsible for ensuring high performance and availability of the Postilion Switch Transactions processing and for providing leading edge solutions to Cardtronics’ clients.
 
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
  • Monitor Postilion Switch Applications & mission critical systems to quickly identify issues and take appropriate action as per defined documented procedures.
  • Document all events and actions taken in the HP Service Manager Ticket System.
  • Provide incident management support according to defined procedures for items such as system outages including switch interfaces, banking system connections, communication circuit failures, settlement processing jobs and delivery of scheduled reports
  • Provide incident related communications to customers and internal escalation points
  • Accurate and detailed record keeping of all incidents in DC Payments’ systems
  • Assistance with new and ongoing departmental projects as required, including development and refinement of operating procedures
  • End of shift reporting to management
  • Other duties as assigned
SYSTEMS INVOLVED
  • Microsoft Office
  • Postilion
  • HPSM – Hewlett Packard Service Manager
  • Various monitoring platforms such as OP5, WhatsUp, Splunk
  • Custom In-house monitoring tools.
 
SUPERVISORY RESPONSIBILITIES:
No
 
EDUCATION, EXPERIENCE & REQUIREMENTS:   
  • Minimum two years providing first level technical support in a system operations environment for mission critical systems
  • Working knowledge of telecommunications and networking protocols (TCP/IP)
  • Working knowledge of client/server computing platforms
  • Must be able to successfully pass all applicable background screening tests.
  • Must have excellent communication skills, both written and oral.
  • Working knowledge of ISO8583 message format an asset
 WORK HOURS:
  • Week 1: 3 days/ week
  • Week 2: 4 days/week
  • 12 hour shifts from 9:00pm - 9:00AM
 
This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employee(s) will be required to follow any other job related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.
 
All duties and responsibilities are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbent(s) will possess the skills, aptitudes, and abilities to perform each duty proficiently. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities.
 
This document does not create an employment contract, implied or otherwise.
 
 Cardtronics is an equal opportunity employer
 
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