Tech Support Analyst III

Overview

InComm Payments is a FinTech company focused on innovative payments technology. We have a global presence with over 3,000 employees in 35 countries, more than 400 global technical patents, and a network of over 525,000 points of retail distribution.

We are growing our Engineering and IT teams in Brazil and are seeking talent for various FinTech engineering, database, development, and testing roles.

InComm Payments emphasizes people, growth, and meaningful careers. We value innovation, quality, passion, integrity, and responsibility, and we are looking for great people to join our team as we move toward a bright future. We anticipate developing future leaders for our teams in Brazil.

Benefits include health and dental insurance, meal and restaurant vouchers, a fixed monthly stipend for internet and mobile expenses, InComm hardware / software, and annual bonuses. All positions are CLT.

You can learn more about InComm Payments by visiting our Website or connecting with us on LinkedIn, YouTube, Twitter, Facebook, or Instagram.

About This Opportunity

The IT Technical Support Analyst III position provides tier III level support for InComm's IT Operations Center and core transaction processing platform. IT Operations Center Analysts monitor and assess potential issues related to critical IT applications, systems, and devices. They monitor alerts using various tools and perform actions based on predefined instructions, perform 1st and 2nd level troubleshooting, and resolve issues as required. Team members monitor and triage production incidents, providing feedback and support throughout the incident lifecycle. They work with architecture, infrastructure, application, and operational support teams on day-to-day maintenance activities such as certificate renewals, network changes, patching, and software deployments.

Please note this is a 24 / 7 support environment and will cover one of several shifts including one day on the weekend (Sun-Thurs or Tue-Sat). General hours :

1st Shift : 6 am – 2 pm EST

2nd Shift : 2 pm – 10 pm EST

3rd Shift : 10 pm – 6 am EST

CLT. Fully Remote in Brazil. Benefits include health and dental insurance, meal and restaurant vouchers, fixed monthly stipend for internet and mobile expenses, InComm hardware / software, and annual bonuses.

Responsibilities

• Monitor key alerts and notifications and drive response and resolution.
• Investigate, troubleshoot, and resolve technical issues in a 24x7x365 environment.
• Develop a comprehensive understanding of applications and infrastructure and how they affect employees, partners, or customers.
• Stay informed of production changes that could affect functionality and alerting.
• Coordinate across teams to ensure urgency and focus on issues.
• Troubleshoot, reproduce, and document issues in Incident or Problem tickets.
• Create and maintain knowledge base content and shift turnover documentation.
• Manage incident ticket queues and route tickets to appropriate support teams.
• Handle ad hoc requests and take on new procedures as required.
• Create and maintain team automation and scripts; identify monitoring or automation improvements.
• Assist in other areas of the department and company as necessary.
• Review network, system events, and application logs to discern state changes.
• Perform routine ticket management and escalate to drive resolution.
• Correlate multiple faults and system data into defined events using various tools.
• Provide leadership, coaching, or mentoring to junior team members when needed.

Qualifications

InComm provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin, citizenship, veteran's status, age, disability status, genetics or any other category protected by federal, state, or local law. This position is eligible for the Employee Referral Bonus Program - Tier 3.

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