PayPoint - Careers
Technical Operations Analyst
Welwyn Garden City
6/2/2017

Main Purpose of Role:
 
To operate PayPoint Production Computer systems ensuring that service delivery meets internal and external customer SLAs.
 
Key responsibilities:
 
  • Proactive 24x7 monitoring of Paypoint Online Transaction processing and bespoke applications which support PayPoint’s 12x7 Call Centre.
  • Ensure that all scheduled shift tasks are completed successfully at the specified time.
  • Identify tasks that do not successfully complete and ensure that details of the failure are recorded on our Incident Management System.
  • Attempt to resolve where ever possible any failure within Op’s before passing for a call out to the Duty Manager
  • Follow the agreed recovery and escalation procedures when incidents occur. 
  • Provide prompt and professional communication of all incidents to internal and external customers.
  • Ensure that all scheduled backups are completed using the correct media and restores are performed within target SLA's.
  • Complete ad hoc change requests within the specified time-scales and document the results.
  • Produce accurate reports for Paypoint’s internal and external customers within the agreed timeframe.
  • Use the correct procedures and checklists when performing tasks, highlighting and ensuring any discrepancies are highlighted.
  • Act as the primary technical contact for PayPoint clients, ensuring all communication are managed professionally.
  • Provide first line support for Facilities related issues at our primary and secondary sites outside normal business hours.
  • Consistently develop knowledge base for all PayPoint schemes and systems
  • Be proactive in helping PayPoint’s internal and external customers
  • Shift swap where ever possible (This will not always be possible however will be visited prior to offering overtime)
Qualifications and Experience:
 
  • One years experience in a Windows environment
  • Good communication skills both written and oral, especially when talking to non ‘technical’ staff.
 
Desirable:
 
A recognised qualification in Information Technology.

ADDITIONAL REQUIREMENTS / INFORMATION (e.g. hours, shift work, travel)

Shift Work – Operators will be required to work on a rolling 12 hour shift pattern 2 days on 07:00-19:00 / 2 nights on 19:00-07:00 with the following 4 days off shift.
Responsibilities will include our secondary site and will include occasional travel to the site, which is located 6 miles from the primary site.
 
Will be required to be fire warden and First Aid trained.
 

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