Service Operations Engineer

Job description

Service Operations Engineer
The Logic Group
Fleet
Competitive salary, excellent benefits and 20% Shift Allowance

Barclaycard, the global payments business of Barclays, acquired The Logic Group in November 2014.

The Logic Group makes its clients more successful by turning every payment interaction into an opportunity. We process over three billion transactions per year for many household names; creating secure, seamless customer payment experiences, letting consumers spend wherever, whenever and however they want. Our solution helps our clients to expand their channels and their reach while also protecting their brand and their customers' data.

Our 30-year heritage includes numerous innovations, such as being the first provider in the UK to offer Chip & PIN and more recently, being the first to enable merchants to accept high value contactless purchases. Security is behind many of our world firsts. From Point to Point Encryption software in-store to hosted paypages online, we have a proven reputation for reducing the burden and costs of PCI compliance for our clients.

Following the acquisition, we bring the independence to innovate, together with Barclays' ability to invest and scale. Whether joint or independent clients, we believe in combining our talents to help make our clients more successful. Together, we promise an exciting future for payments.

As a member of the Service Operations team, the primary functions of the role are to ensure that the service is proactively monitored with incidents managed and implementation of approved changes within agreed timescales, working to enhance the customer experience with all interactions with The Logic Group.

What you'll be mostly responsible for?
·  Monitor all standard and non-standard systems to ensure all systems are performing according to service specifications and service level agreements.
·  Manage and prioritise a list of daily service tasks
·  Proactively manage client data to facilitate the prompt resolution of client service requests
·  Effective implementation of approved change requests to hosted services and responsible for the accurate and timely recording of such changes on the applicable system(s)
·  Resolution of service incidents in line with The Logic Group's incident & change management process.
What you'll need?

We need you to have proven experience providing operational technical support to application and services in a 24 x 7 managed services dealing with relevant technologies and within an ITIL framework.

Specific requirements:

As part of this role you will be required to work on a shift rota which involves working night shifts outside of normal office hours including weekends, this will be in The Logic Group premises in Fleet.

Required Skills:
·  Proficient using the command line in both windows and Linux.
·  Methodical approach to planning and understanding the risks of any actions taken.
·  An in depth knowledge of the payment services supported, the monitoring tools used and processes used to manage our solutions.
·  Knowledge of the payments industry preferred but not essential.
·  A self-motivated individual but also an excellent team player but with ability to work with little or no supervision.
·  Excellent time management skills
·  Ability to multi task. Each team member will have multiple tasks to deliver on a daily basis
Communication:
·  Excellent communication skills with the ability to liaise with colleagues and clients at all levels. This is required during incident resolution, project implementation or major service maintenance.
·  Proactive in seeking ways to improving working methods, tools, scripts or processes.
·  Proactive status updates to colleagues and team leaders on critical project delivery.
Decision Making:
·  Able to make confident and quick decisions under pressure without supervision to ensure service availability is maintained at all times.
·  Decisions such as when to switch a client to our secondary data centre
·  When to escalate a possible event as a major incident
·  Preventative action in a business critical service to avoid a major incident
·  Prioritising between two critical tasks both of which could have an impact on the service or client deadline if action is not swift
·  Excellent problem solving skills to play a critical role in major incident resolution, settlement data recovery and project hurdles.
·  Knowing when to escalate to on call infrastructure or 3rd party supplier engineers in good time to avoid unnecessary delays during event or incident management

Careers To Be Passionate About:

At Barclaycard, we live and breathe innovation. We're not standing still and are always searching for new ways to challenge traditional ways of making payments simpler for our customers. Working together, we're looking forward to a vibrant and exciting future.

Barclaycard:

From Europe to the USA, and from Africa and the Middle East to the Far East, over 23 million Barclaycard customers enjoy the benefits of our innovative approach to business. Dedicated to success, our strong international growth has laid the foundation for an exciting future where we truly drive solutions that make payments simpler for all of our customers.

What you'll get in return?

If you're ready to enjoy a highly competitive salary and a great pension package, then look no further than Barclaycard. Private healthcare and above average holiday entitlements are standard, and we'll offer you training and development opportunities that support and complement your career aspirations.

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