About the role
G+D makes the lives of billions of people around the world more secure. We create trust in the digital age with integrated security technologies in three business areas: Digital Security, Financial Platforms and Currency Technology. We have been a reliable partner for our customers for over 170 years with our innovative solutions for SecurityTech! We are an international technology group and traditional family business with over 14,000 employees in 40 countries. Creating Confidence is our path to success. Trust is the basis of our co-operation within G+D.
At Payment Technology, our mission is to be at the start of every transaction and to make it secure and simple. We also create contemporary payment and banking solutions for our digital age. As a one-stop shop, we produce and personalise hundreds of millions of payment cards every year and store their "digital twins" - mobile and digital. Would you like to actively shape the digital transformation with us?
Job Summary
The Production Support Analyst is responsible for providing 2nd level support for day to day production support. Collaborates with other functional teams such as Operations, Client Services, Customization and R&D to address issues promptly to maintain business SLA. Leads the Production support team to ensure procedures are followed and the issues are resolved on time with accuracy. Provides great customer service to internal clients and communicates promptly on production issues. In addition, provides analytical data to all stakeholders to share information on production related KPI and trends. This individual should have experience in Ticket resolution system, ability to analyze issues and resolve within the specified SLA’s and providing root cause analysis with recommendations for improvements.
Responsibilities
- Providing in-depth Data Analytics on production issues related to SLA, OLA and Customer
- Taking the lead for production in collaborating with other functional managers to understand the needs, trends and making improvements
- Conduction meetings and presenting production related issues and analytics data on the root cause to managers and executives
- Troubleshoot day to day issues with proper prioritization and meeting SLA with clients
- Working with head office to enable the ticketing tool to capture and required data and presenting dashboards to other respective managers
- Monitoring for production errors, working with operations and customer service
- Effective communication with stakeholders on open and closed tickets with adequate information on time
- Working with Customization and R&D to gain knowledge for the production support team to improve troubleshooting skills on existing and new services
- Identifying repeated challenges related to production issues and working with stakeholders to permanently remediate them
- Provide team lead role for Production Support team with training, load balancing, scheduling, documentation and support
- Act as a subject matter expert investigate and resolve complex incidents/issues
- If assistance from other teams is needed, coordinate efforts for reassessment and quick resolution, Monitor, Support and troubleshoot problems in the production application environment
- Conduct root cause analysis of application incidents and implement recommendations to improve the situation (focusing on permanent solutions)
- Manage the resolutions of day to day issues escalated to Production Support, Respond to stakeholder with the agreed SLA’s
- Ensuring the production issues are resolved on time and improving the KPI
- Ensures this procedure is followed as required within Production Support team
- Coordinates any training requirements for personnel within their department and ensures Training Record is documented
- Maintaining technical documentation
- Troubleshooting Data Communication and Printing Issues
- Attend daily Production Support meetings
- Other duties as assigned.
Required Qualifications:
- University degree or College diploma in an IT field is required (Computer Science is an asset).
- Experience (min 3 years) object-oriented programming languages is required (C++), (C#), .NET.
Skills and Competencies:
- Data Analytics skills using Power BI and good expertise on Excel (such as Pivot tables, Charts, Formulas)
- Good knowledge of MS SQL is required (stored procs, functions, queries)
- Excellent understanding of various data/file formats is required (XML, CSV, TXT, MIME)
- Excellent verbal and written communication skills is required
- Agility and able to multi-task
- Ability to work well across many teams and environment is required
- Ability to manage competing priorities across multiple projects is required
- Highly detailed and organized, Ability to work in a fast pace dynamic environment
- Ability to work in Production Support Environment, with problem solving and investigative skills
- Effective working relationships with all functional units of the organization
- Ability to work under pressure to meet production SLA and Operational demands
- Pay attention to details and able to troubleshoot effectively
- Providing good quality of service and providing standard processes
- Working ability to effectively recognize and manage interpersonal communication needs
- Ability to work as part of a cross-cultural team including flexibility to support multiple locations when necessary
- Excellent interpersonal skills in areas such as teamwork, facilitation, flexibility and negotiation
- Able to work independently and team work
- Works under pressure and is able to manage competing priorities, and Meets or exceeds expectations on process turnaround for assigned tasks and follow ups, and issue resolution to closure
Working Conditions
- At times, may be required to wear a smock and safety shoes when visiting the production floor
- Sitting for extended periods of time
- Providing 8 hour coverage between 7AM to 7PM
- At times, may be required to work evening or weekends
- Ability to stay behind to ensure production issues are resolved to meet SLA
Additional Information
- This job description is not intended to be all inclusive. The candidate hired will also perform other reasonable related business duties as assigned by the supervisor. The company reserves the right to revise or change job duties as needed. This job description does not constitute a written or implied contract of employment.Giesecke+Devrient ePayments Canada Inc. is an equal opportunity employer and values diversity in its workforce, encouraging applications from all qualified individuals. Upon request by the applicant, accommodation will be provided in all parts of the hiring process.**By applying to this position you are confirming you possess either a Canadian citizenship, permanent resident status or valid work permit.**Please note: Reference Checks and Credit, Criminal Background Checks will be administered on suitably qualified candidates. Your application will be kept on file for up to two years.
JOB OFFER
Job Details
Job Title
IT Production Analyst and Team Lead
Business Sector
Giesecke+Devrient ePayments Canada, Inc.
Markham
Ontario
Requisition ID
25935
Location
Markham, ON, CA
Career level
Experienced and Graduates
Job Type
Fulltime, Permanent
Giesecke+Devrient ePayments Canada, Inc. is an equal opportunity employer and values diversity in its workforce, encouraging applications from all qualified individuals. Accommodations are available on request for candidates taking part in all aspects of the selection process. If you would like to contact us, please contact Human Resources at careers.gdsci@gi-de.com
About Giesecke+Devrient
Giesecke+Devrient (G+D) is a global SecurityTech company headquartered in Munich, Germany. G+D makes the lives of billions of people more secure. The company shapes trust in the digital age, with built-in security technology in three segments: Digital Security, Financial Platforms and Currency Technology.
G+D was founded in 1852 and today has a workforce of more than 14,000 employees. In the fiscal year 2023, the company generated a turnover of 3 billion euros. G+D is represented by 123 subsidiaries and joint ventures in 40 countries.
About the role
G+D makes the lives of billions of people around the world more secure. We create trust in the digital age with integrated security technologies in three business areas: Digital Security, Financial Platforms and Currency Technology. We have been a reliable partner for our customers for over 170 years with our innovative solutions for SecurityTech! We are an international technology group and traditional family business with over 14,000 employees in 40 countries. Creating Confidence is our path to success. Trust is the basis of our co-operation within G+D.
At Payment Technology, our mission is to be at the start of every transaction and to make it secure and simple. We also create contemporary payment and banking solutions for our digital age. As a one-stop shop, we produce and personalise hundreds of millions of payment cards every year and store their "digital twins" - mobile and digital. Would you like to actively shape the digital transformation with us?
Job Summary
The Production Support Analyst is responsible for providing 2nd level support for day to day production support. Collaborates with other functional teams such as Operations, Client Services, Customization and R&D to address issues promptly to maintain business SLA. Leads the Production support team to ensure procedures are followed and the issues are resolved on time with accuracy. Provides great customer service to internal clients and communicates promptly on production issues. In addition, provides analytical data to all stakeholders to share information on production related KPI and trends. This individual should have experience in Ticket resolution system, ability to analyze issues and resolve within the specified SLA’s and providing root cause analysis with recommendations for improvements.
Responsibilities
- Providing in-depth Data Analytics on production issues related to SLA, OLA and Customer
- Taking the lead for production in collaborating with other functional managers to understand the needs, trends and making improvements
- Conduction meetings and presenting production related issues and analytics data on the root cause to managers and executives
- Troubleshoot day to day issues with proper prioritization and meeting SLA with clients
- Working with head office to enable the ticketing tool to capture and required data and presenting dashboards to other respective managers
- Monitoring for production errors, working with operations and customer service
- Effective communication with stakeholders on open and closed tickets with adequate information on time
- Working with Customization and R&D to gain knowledge for the production support team to improve troubleshooting skills on existing and new services
- Identifying repeated challenges related to production issues and working with stakeholders to permanently remediate them
- Provide team lead role for Production Support team with training, load balancing, scheduling, documentation and support
- Act as a subject matter expert investigate and resolve complex incidents/issues
- If assistance from other teams is needed, coordinate efforts for reassessment and quick resolution, Monitor, Support and troubleshoot problems in the production application environment
- Conduct root cause analysis of application incidents and implement recommendations to improve the situation (focusing on permanent solutions)
- Manage the resolutions of day to day issues escalated to Production Support, Respond to stakeholder with the agreed SLA’s
- Ensuring the production issues are resolved on time and improving the KPI
- Ensures this procedure is followed as required within Production Support team
- Coordinates any training requirements for personnel within their department and ensures Training Record is documented
- Maintaining technical documentation
- Troubleshooting Data Communication and Printing Issues
- Attend daily Production Support meetings
- Other duties as assigned.
Required Qualifications:
- University degree or College diploma in an IT field is required (Computer Science is an asset).
- Experience (min 3 years) object-oriented programming languages is required (C++), (C#), .NET.
Skills and Competencies:
- Data Analytics skills using Power BI and good expertise on Excel (such as Pivot tables, Charts, Formulas)
- Good knowledge of MS SQL is required (stored procs, functions, queries)
- Excellent understanding of various data/file formats is required (XML, CSV, TXT, MIME)
- Excellent verbal and written communication skills is required
- Agility and able to multi-task
- Ability to work well across many teams and environment is required
- Ability to manage competing priorities across multiple projects is required
- Highly detailed and organized, Ability to work in a fast pace dynamic environment
- Ability to work in Production Support Environment, with problem solving and investigative skills
- Effective working relationships with all functional units of the organization
- Ability to work under pressure to meet production SLA and Operational demands
- Pay attention to details and able to troubleshoot effectively
- Providing good quality of service and providing standard processes
- Working ability to effectively recognize and manage interpersonal communication needs
- Ability to work as part of a cross-cultural team including flexibility to support multiple locations when necessary
- Excellent interpersonal skills in areas such as teamwork, facilitation, flexibility and negotiation
- Able to work independently and team work
- Works under pressure and is able to manage competing priorities, and Meets or exceeds expectations on process turnaround for assigned tasks and follow ups, and issue resolution to closure
Working Conditions
- At times, may be required to wear a smock and safety shoes when visiting the production floor
- Sitting for extended periods of time
- Providing 8 hour coverage between 7AM to 7PM
- At times, may be required to work evening or weekends
- Ability to stay behind to ensure production issues are resolved to meet SLA
Additional Information
- This job description is not intended to be all inclusive. The candidate hired will also perform other reasonable related business duties as assigned by the supervisor. The company reserves the right to revise or change job duties as needed. This job description does not constitute a written or implied contract of employment.Giesecke+Devrient ePayments Canada Inc. is an equal opportunity employer and values diversity in its workforce, encouraging applications from all qualified individuals. Upon request by the applicant, accommodation will be provided in all parts of the hiring process.**By applying to this position you are confirming you possess either a Canadian citizenship, permanent resident status or valid work permit.**Please note: Reference Checks and Credit, Criminal Background Checks will be administered on suitably qualified candidates. Your application will be kept on file for up to two years.
JOB OFFER
Job Details
Job Title
IT Production Analyst and Team Lead
Business Sector
Giesecke+Devrient ePayments Canada, Inc.
Markham
Ontario
Requisition ID
25935
Location
Markham, ON, CA
Career level
Experienced and Graduates
Job Type
Fulltime, Permanent
Giesecke+Devrient ePayments Canada, Inc. is an equal opportunity employer and values diversity in its workforce, encouraging applications from all qualified individuals. Accommodations are available on request for candidates taking part in all aspects of the selection process. If you would like to contact us, please contact Human Resources at careers.gdsci@gi-de.com
About Giesecke+Devrient
Giesecke+Devrient (G+D) is a global SecurityTech company headquartered in Munich, Germany. G+D makes the lives of billions of people more secure. The company shapes trust in the digital age, with built-in security technology in three segments: Digital Security, Financial Platforms and Currency Technology.
G+D was founded in 1852 and today has a workforce of more than 14,000 employees. In the fiscal year 2023, the company generated a turnover of 3 billion euros. G+D is represented by 123 subsidiaries and joint ventures in 40 countries.