PayPoint - Careers
Application Support Analyst
Welwyn Garden City

Purpose of Role
  • Provide Technical and Application Support to the 24x7 operation of the production environment ensuring that Service Delivery meets the required standard
  • Plan and implement system changes into the live environment within agreed service impacts and timescales
  • Provide 24/7 out of hours support via telephone and remote PC connection, covered on a rota basis
Main Responsibilities
Operational Support
  • Execute an Application Support function aligned to either Application Support -Enterprise or Application Support – Endpoint.
  • Respond to incidents raised by the Data Centre Operations team (24*7)
  • Investigate and prioritise requests for support raised by business users
  • Investigate root cause and impact of incidents and escalate to 3rd line support and management where appropriate
  • Monitor progress of requests for support and ensure users and other interested parties are kept informed
  • Document and implement work rounds and revised procedures for both Application Support and Operations teams
  • Complete regular tasks to ensure system availability and follow up exceptions accordingly
Change Implementation
  • Complete installation of software and configuration changes in accordance with release instructions
  • Work alongside project teams (analysts, developers, testers and project managers) during software release
  • Work with the operations team to ensure changes are implemented and handed over appropriately and ensure updates are made to operational procedures
  • Ensure correct procedures are followed and SLAs achieved when progressing the above tasks and that procedures and checklists are kept up to date
  • Focus on completing work within agreed timescales and reducing any downtime and operational impact
  • Ensure all investigations and work undertaken is logged in a timely and comprehensive manner
  • Identify opportunities for more effective use of resource across the operations, 2nd Line and 3rd line support teams through co-operation, knowledge sharing, optimum allocation of tasks
  • Uphold PayPoint’s values
  • Support of the Purpose of IT Service & Operations as described in the addendum below
 Qualifications and Experience
  • Experience in a Windows based 24/7 environment including 1st/2nd line support
  • Experience in writing and using transact-SQL queries
  • A logical approach to problem solving and the flexibility to work in a fast changing 24/7 operational support environment
  • Ability to communicate clearly in written and spoken English
  • Ability to deal with both technical and non-technical staff and all levels of management
  • Understanding of transaction processing systems, preferably with some exposure to electronic point of sale and ATMs
  • Experience of financial systems, ideally involving payment processing
  • IIS Server knowledge
  • Knowledge of the principles of the ITIL (the IT Infrastructure Library) for service management
  • A recognized IT qualification
  • Experience/understanding of Postilion Transaction Processing Switch software
Additional Information
  • This role provides 24/7 out of hours support by telephone and remote PC connection, with site visits when necessary, on a rota basis.
  • This role will include weekend and shift work, on a rota basis
  • Flexibility with working outside of core business hours at short notice
  • PayPoint is an international business and support hours may incorporate extended business hours in order to accommodate local working times

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