Production Support Engineer II

Production Support Engineer II

Atlanta, Georgia

The Infrastructure and Operations Engineer will be responsible for leading and coordinating Infrastructure and business projects from a technology perspective, ensuring that infrastructure development activities are consistent with the direction set by best practices and standards at Fiserv.

The candidate will also be an escalation point of contact for application support issues, and is required to be able to handle challenging issues related to supporting various applications and systems. Participation in an active on-call rotation is vital to maintaining acceptable levels of service delivery for clients.


Responsibilities\:
  • Provide support for the efficient resolution of IT infrastructure related incidents, service requests and update service desk management systems accordingly.
  • Develop and maintain documentation process of ongoing operations and administration of infrastructure
  • Serve as a liaison between infrastructure operations and the vendors to address performance issues or problem analysis and see them through to resolution
  • Coordinate performance analysis, recommendations, and improvements within the hosting infrastructure
  • Provide mentoring and act as an escalation point for administrators and technicians
  • Enforce adherence to architectural standards/principles, global product-specific guidelines, usability design standards, etc.
  • Responsible for responding to application support escalations which involve troubleshooting technical issues and resolving data/configuration issues
  • Collaborate with multiple internal teams across disparate groups to resolve client support escalations
  • Collaborate with Product Management and Engineering to review software enhancements and provide design feedback
  • Collaborate with peers on complex projects as required (e.g. data center modifications, build-out for DR sites, etc.)
  • Create/Maintain documentation for operational procedures as required
  • Provide after-hours and on-call support for client service delivery