Team Lead - Command Center Monitoring

Job Description

Are you curious, motivated, and forward-thinking At FIS you ll have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun.About the teamThis role is a part of our Remote Infrastructure Management Team. Develop core versions of software applications for sale to external clients. Identifies client purchasing requirements and technical specifications through Product Management and/or client representatives. Interacts with engineering groups to assist in design changes to equipment and/or software. Trains and communicates with clients on systems application.What you will be doing

• Should have overall 8+ years of experience in IT Global Command center operations, with minimum 3 years of Lead experience.
• Performs monitoring and operational management functions for associated hardware and software within 24x7 processing environment.
• Leads 15 20 people in both base and remote locations.
• Ensures that staffing for 24x7 is taken care with appropriate schedules through rosters.
• Ensures that tools are not unmanned at any given point of time.
• Ensures that team recognizes abnormal processing conditions and makes appropriate response decisions.
• Makes sure that team follows escalation procedures when appropriate to resolve errors in a timely manner.
• Review available documentation to resolve errors, identifies and implements documentation gaps with the help of team members.
• Works closely with Manager in bringing process stabilization and enhancement by working on alert.
• Reduction and knowledge articles augmentation.
• Prepares monthly scorecards to review team performance and helps team members in improving the performance on the goals where they are lacking.
• Recognizes and implements/automates process enhancements.
• Makes sure that team monitors and responds accordingly to an array of system and application generated messages.
• Responds in a timely manner to issues raised by the team members.
• Proactively maintains contact with clients and serves as client advocate to internal organizations.
• Analyzes problems/trends with client systems and applications and takes steps to avoid recurrence.
• Works on internal and external projects of various sizes, complexity.
• Contributes to existing and develops new solution approaches to the IT environment.

• Shift: 24/7
• Technical Skills:

• Good experience using monitoring tools such as Netcool, Zenoss, Splunk and Netxms.
• Knowledge on usage of SNOW/CMS, Remedy or any other ITSM tools.
• Knowledge on OS and IT Infrastructure technologies.
• Good to have global certifications like MCP, RHCE.

What you bring:

• Demonstrated knowledge of FIS products and services, financial services industry and open systems operating systems.
• Knowledge of client s objectives/business priorities and FIS role in achieving
• Working knowledge on event monitoring tools such as Omnibus, Zenoss.
• Knowledge of ITSM tools such as SNOW and CMS.
• Knowledge of Card and Check monitoring using either inhouse or external tools.
• Excellent customer service skills that build high levels of customer satisfaction for internal and external customers
• Excellent analytical, decision-making, problem-solving, team and time management skills
• Excellent verbal and written communication skills to technical and non-technical audiences of various levels in the organization, e.g., executive, management, individual contributors
• Willingly shares relevant technical and/or industry knowledge and expertise to other resources
• Ability to persuade and influence others on the best approach to take
• Ability to multi-task, deal with predefined deadlines
• Flexibility, versatility, dependability, positive outlook, strong work ethic
• Resourceful and proactive in gathering information and sharing ideas

What we offer you

• An exciting opportunity be a part of World s Leading FinTech Product MNC
• To be a part of vibrant team and to build up a career in Remote infrastructure Management.
• Competitive salary and attractive benefits including GHMI/ Hospitalization coverage for employee and direct dependents

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Keyskills :
open systemscommand centeronline privacyproblem solvingtime managementcustomer servicemonitoring toolsevent monitoring