Job Description

JOB DESCRIPTION Our people are the core of our business. Our 1ACI team represents a globally diverse, passionate, and dedicated group of thousands of technology professionals worldwide who share a common commitment to making our customers successful by driving the future of payments. We are looking for a Batch Support Analyst to work from our Bengaluru/Pune, Indiaoffice and be part of a global team that\'s involved in cutting-edge real-time payment platforms that are being used by global financial and e-Commerce corporations. Our platform is enabled to be a private/public cloud-based service to enable E-commerce Online Payments in a full DevOps Agile environment with a working CI/CD model. What makes our solution different from the rest of the industry is the high system availability, real-time (payment transactions processing), high responsiveness, security compliance with full tests code coverage, and a high degree of automation. Job Summary: Supports the day-to-day batch operation tasks and deliverables within enterprise batch workflow processing of the platform\'s batch architecture. This position may require coverage outside of standard business hours to support 24x7x365 follow the sun batch processing. This position will provide production operation support by performing and monitoring batch workflow execution, verifying results, and participating in and supporting all production operation environments that consist of multiple servers, batch mode processing, and execution of client-specific production cycles. This role performs analysis of all batch processing exceptions, and logs, and escalates unresolved specific issues and problems for resolution following a defined support path. This includes resolving errors and escalating items as necessary by working with functional teams to drive timely analysis and solutions to meet the application\'s service level agreements (SLA). This position monitors and supports the operations of assigned applications by analyzing production workflows, making recommendations to improve job schedule performance, providing rapid support during outages, and providing workload automation forecasts. Job Responsibilities: Monitor all batch flow processing and ensure timely completion of file creation and transmission. Understand and adhere to all Corporate Policies including but not limited to ACI Code of Ethics and Global Information Security. Build and maintain relationships with clients while maintaining detailed knowledge of client-specific batch processes and internal procedures. Assigned resources should be self-motivated, results-driven, and understand the underlying tools and data repositories Troubleshoot and resolve client-reported batch transmission issues/questions. Provide direct client support via various points of interaction: Answer incoming priority 1 batch transmission failure calls. Monitor external/internal ticketing system. Initiate/respond to emails. Follow established procedures for batch processing. Triage and troubleshooting call involvement/participation for critical incidents. Responsible for interfacing professionally with the client and internal departments to report on and resolve system and/or client-raised batch workflow issues. Drives problem management by identifying repetitive, delayed, or bottleneck issues. Ensure proper Key Performance Indicators are set and maintained Build and maintain working relationships with all teams across ACI Provide analysis on problem impact and validate resolution Understand the impact of the recurring incident and analyze the priority to determine the root cause Interface with the incident management function to ensure post-incident problems are quickly and readily identified and actioned, and incident root cause where it is change related is appropriately identified, reported, and systemic issues actioned Minimum Requirements: 0-3 years relevant experience in a client service capacity 0-3year relevant technology operations Written and verbal communication skills Demonstrated ability to maintain existing relationships and develop new relationships Detail-oriented and possess exceptional problem-solving and follow-up skills Strong organizational and prioritization skills Ability to quickly respond to pressing issues that arise Ability to research circumstances thoroughly and make appropriate recommendations and decisions Preferred Skills: Proficient in Microsoft Office (Outlook, Excel, Word, and PowerPoint) Case management systems. (eg. Jira, Salesforce) SQL query skills (Microsoft SQL Studio) Systems thinking, being able to zoom in and out across a solution to see the big picture and the role each smaller component plays Basic understanding of the Payments Industry Basic understanding of end-to-end Batch Workflow Processing Analytical and presentation skills Experienced in operational excellence, Lean Six Sigma methodologies Ability to work well under pressure and handle a large workload. You are a solid fit for this position if you also have: Strong communications skills Ability to work well with people Strong customer service ethos Up-to-date knowledge of the latest IT and software trends Benefits: In return for your expertise, we offer growth, opportunity, and a competitive compensation and benefits package in a casual work environment. Are you ready to help us transform the world of electronic payments To learn more about ACI Worldwide, visit our website at.

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