Job Summary
Synechron is seeking a Reporting L2 Engineer with 5–6 years of experience in production support or operations engineering, ideally within payments or financial services. The role will provide L2 operational support for reporting, payments, batch processing, file-based data flows, and related production systems.The successful candidate will manage incidents, investigate application and data issues, monitor scheduled jobs and file deliveries, support Windows Server operations, and collaborate with technology and business teams to maintain reliable services. The role contributes to business objectives by supporting operational continuity, accurate reporting, timely issue resolution, effective incident governance, and stable payment-related processing.
Software Requirements
Required
5–6 years of experience in production support or operations engineering, ideally in payments or financial services.
Hands-on Windows Server operations, including:
- Windows services
- Scheduled tasks
- Event logs
- Command Prompt
- PowerShell scripting
Payments domain knowledge, including:
- Visa, Mastercard, and eftpos acquiring flows
- Interchange
- Settlement
Familiarity with monitoring tools such as Splunk, SCOM, or similar platforms.
Experience creating alerts, analyzing logs, and investigating operational events.
Strong experience with batch job orchestration using Control-M or an equivalent enterprise scheduler.
Solid SQL skills using Microsoft SQL Server and/or Oracle.
Ability to write and optimize SQL queries for production investigation.
Experience with file-based data processing, including:
- Flat files
- Delimiters
- Scheme file formats
- PGP encryption
- SFTP
Demonstrated ability to conduct structured incident reviews using:
- Five Whys analysis
- Timeline reconstruction
- Blameless post-mortems
Experience with ITIL/ITSM practices, including incident, change, and problem management.
Experience using BMC Helix, ServiceNow, or an equivalent ITSM platform.
Ability to work offshore during Australia hours, from 8:00 AM to 4:00 PM.
Preferred
- Experience using AWS S3 in file delivery pipelines.
- Familiarity with scripting for job automation.
- Understanding of PCI-DSS compliance in an operational context.
- Experience with disaster recovery planning and execution for production systems.
- SAP BODS Designer experience, including the ability to read, modify, and troubleshoot dataflows, workflows, and jobs within the BODS repository.
- Experience supporting reporting platforms, payment reporting processes, and financial data operations.
- Exposure to operational dashboards, service-level reporting, and production support metrics.
Overall Responsibilities
- Provide L2 production support for reporting, payment, batch, file-processing, and related operational systems.
- Monitor production services, scheduled tasks, batch jobs, alerts, file deliveries, and system events during Australia hours.
- Perform Windows Server operations, including service checks, scheduled-task management, event-log analysis, and command-line or PowerShell-based troubleshooting.
- Investigate production incidents using application logs, monitoring alerts, SQL queries, batch outputs, file contents, and system diagnostics.
- Support payments-related processes involving Visa, Mastercard, and eftpos acquiring flows, interchange, settlement, and associated reporting activities.
- Monitor and manage batch job orchestration through Control-M or an equivalent enterprise scheduler.
- Investigate job failures, dependency issues, processing delays, file delivery errors, and data discrepancies.
- Analyze and validate file-based data processing involving flat files, delimiters, scheme file formats, PGP encryption, and SFTP.
- Write and optimize SQL queries using Microsoft SQL Server and/or Oracle to support production investigations and data validation.
- Create, update, and manage monitoring alerts using Splunk, SCOM, or similar monitoring platforms.
- Participate in incident, change, and problem management processes in accordance with ITIL/ITSM practices.
- Conduct structured incident reviews using Five Whys analysis, timeline reconstruction, and blameless post-mortems.
- Document incident findings, contributing factors, corrective actions, preventive actions, and follow-up activities.
- Collaborate with application, infrastructure, database, reporting, payments, security, and business teams to resolve issues and restore services.
- Support AWS S3 file delivery pipelines, disaster recovery activities, automation, and operational improvements where applicable.
- Support SAP BODS dataflows, workflows, and jobs where required.
- Ensure production changes, data fixes, access activities, and operational actions follow approved controls and procedures.
- Contribute to service stability, improved incident response, reduced repeat issues, and efficient operational delivery.
- Promote sustainable support practices through automation, reusable procedures, efficient job scheduling, and reduced manual processing where appropriate.
Strategic Objectives
- Maintain stable and reliable production reporting and payment-related operations.
- Improve the speed, accuracy, and traceability of incident investigation and resolution.
- Strengthen monitoring, alerting, batch management, file-processing controls, and operational documentation.
- Reduce recurring incidents through structured problem management, root-cause analysis, and preventive actions.
- Support compliance with ITIL/ITSM, PCI-DSS, security, change-management, and operational governance requirements.
- Improve operational efficiency through scripting, automation, effective scheduling, and repeatable support processes.
Performance Outcomes
- Production incidents are identified, investigated, communicated, and resolved within agreed service expectations.
- Batch jobs, file deliveries, reporting processes, and payment-related workflows are monitored consistently during the assigned hours.
- SQL investigations, data validations, log analyses, and incident records are accurate and properly documented.
- Monitoring alerts are relevant, actionable, and maintained according to operational requirements.
- Incident reviews produce clear timelines, contributing factors, corrective actions, and preventive measures.
- ITSM records, changes, problems, knowledge articles, handovers, and operational reports are complete and current.
Technical Skills (By Category)
Programming Languages and Scripting
Essential
- PowerShell scripting for Windows Server administration, operational checks, troubleshooting, and automation.
- Command Prompt and Windows command-line utilities.
- Ability to read and use scripts supporting batch processing, file handling, monitoring, and production operations.
- Ability to write or modify SQL queries for production investigation and data validation.
Preferred
- Scripting experience using Python, Bash, or another language for job automation.
- Experience developing reusable scripts for monitoring, file validation, job control, reporting, or operational housekeeping.
Databases/Data Management
Essential
- Solid SQL skills in Microsoft SQL Server and/or Oracle.
- Ability to write, analyze, and optimize queries for production investigation.
- Understanding of joins, filtering, aggregations, stored procedures, data validation, and query performance.
- Experience investigating data discrepancies, reporting issues, incomplete processing, and reconciliation-related problems.
- Understanding of flat files, delimiters, scheme file formats, dataflows, and file-based data processing.
- Experience handling PGP-encrypted files and SFTP-based data transfers.
Preferred
- Experience with AWS S3 in file delivery pipelines.
- SAP BODS Designer experience, including reading, modifying, and troubleshooting dataflows, workflows, and jobs within the BODS repository.
- Familiarity with reporting data models, reconciliation processes, data-quality checks, and operational data controls.
Cloud Technologies
Essential
- Ability to support production processes involving enterprise infrastructure and file-based data flows.
- Understanding of operational monitoring, access controls, service availability, and controlled production support activities.
Preferred
- Experience with AWS S3 in file delivery pipelines.
- Familiarity with AWS-based operational support, logging, monitoring, and file-transfer patterns.
- Experience supporting disaster recovery planning and execution for production systems.
- Awareness of efficient cloud resource utilization and sustainable operational practices.
Frameworks and Libraries
Essential
- Practical understanding of production application components, reporting processes, batch workflows, dataflows, and system dependencies.
- Ability to troubleshoot integrations between applications, databases, schedulers, file-transfer services, and monitoring platforms.
- Experience working with enterprise reporting or payment-processing environments.
Preferred
- SAP BODS Designer experience involving dataflows, workflows, and jobs within the BODS repository.
- Familiarity with reporting frameworks, data-processing components, file-transfer services, and payment-processing integrations.
- Exposure to service interfaces, scheduled integrations, and operational data pipelines.
Development Tools and Methodologies
Essential
- Control-M or equivalent enterprise scheduler for job orchestration, monitoring, dependency management, failure analysis, and restart procedures.
- Splunk, SCOM, or similar monitoring tools for alert creation, event monitoring, and log analysis.
- BMC Helix, ServiceNow, or equivalent ITSM platform.
- Strong understanding of ITIL/ITSM practices, including incident, change, and problem management.
- Experience with structured incident reviews, including Five Whys, timeline reconstruction, and blameless post-mortems.
- Ability to create incident records, change records, problem records, operational reports, support documentation, and shift handovers.
- Experience working with production support procedures, service-level expectations, escalation paths, and operational controls.
Preferred
- Experience with monitoring dashboards, alert correlation, log-management practices, and operational metrics.
- Familiarity with automation tools for scheduled jobs, file validation, service checks, and reporting.
- Experience supporting disaster recovery exercises and production recovery procedures.
- Exposure to continuous service improvement and operational process standardization.
Security Protocols
Essential
- Experience handling PGP encryption and secure SFTP file transfers.
- Understanding of access control, secure production data handling, change authorization, audit trails, and segregation of duties.
- Awareness of PCI-DSS compliance in an operational context.
- Ability to follow security and data-protection procedures when investigating incidents or performing production data validation.
- Ability to identify and escalate security, privacy, access, and compliance risks.
Preferred
- Experience supporting PCI-DSS-controlled production environments.
- Familiarity with secure file-transfer configuration, key management, encryption validation, and audit evidence.
- Experience incorporating security checks into operational procedures and incident reviews.
Experience Requirements
- 5–6 years of professional experience in production support or operations engineering.
- Experience in payments or financial services is preferred and directly relevant to the role.
- Hands-on experience with Windows Server operations, including services, scheduled tasks, event logs, Command Prompt, and PowerShell scripting.
- Strong payments domain knowledge involving Visa, Mastercard, and eftpos acquiring flows, interchange, and settlement.
- Experience with Splunk, SCOM, or similar monitoring tools, including alert creation and log analysis.
- Strong experience with Control-M or an equivalent enterprise scheduler.
- Solid experience using Microsoft SQL Server and/or Oracle for production investigations and query optimization.
- Experience with flat files, delimiters, scheme file formats, PGP encryption, and SFTP.
- Demonstrated experience conducting structured incident reviews using Five Whys analysis, timeline reconstruction, and blameless post-mortems.
- Experience with ITIL/ITSM practices, including incident, change, and problem management, using BMC Helix, ServiceNow, or an equivalent platform.
- Experience operating from offshore during Australia hours, from 8:00 AM to 4:00 PM, is required.
- Candidates may qualify through equivalent hands-on production support, operations engineering, payments technology, or financial services experience that demonstrates the required technical and operational outcomes.
Day-to-Day Activities
- Monitor Windows Server services, scheduled tasks, event logs, Control-M jobs, reporting workflows, payment processes, file deliveries, monitoring alerts, and production applications during Australia hours.
- Investigate incidents using Splunk, SCOM, or similar tools; analyze application logs and SQL data; troubleshoot file-processing issues; and coordinate with application, database, infrastructure, payments, and business teams.
- Deliver accurate incident records, service updates, SQL investigation results, job-status reports, file-validation outcomes, shift handovers, post-incident reviews, and operational documentation.
- Make technical decisions within approved L2 support procedures, perform authorized recovery and validation activities, escalate risks promptly, and ensure incidents, changes, and problem actions are tracked to closure.
Qualifications
- A bachelor's degree in Computer Science, Information Technology, Engineering, or a related field is preferred; equivalent relevant production support or operations experience may also be considered.
- 5–6 years of experience in production support or operations engineering, ideally in payments or financial services.
- Relevant training or certification in ITIL, ITSM, Windows Server, SQL, cloud operations, payment systems, PCI-DSS, or production support is preferred.
- Continuous professional development is expected in payments operations, monitoring, automation, incident management, security, disaster recovery, data processing, and cloud-based file delivery.
- The individual must be available to operate offshore during Australia hours, from 8:00 AM to 4:00 PM.
Professional Competencies
- Apply structured analysis and problem-solving to investigate production incidents, batch failures, data issues, file-processing errors, and service disruptions.
- Coordinate effectively with application, infrastructure, database, payments, reporting, security, business, and support teams to drive issue resolution.
- Communicate incident status, technical findings, risks, actions, and service impacts clearly to relevant stakeholders.
- Adapt to changing production priorities, incident severity, support procedures, payment-processing requirements, and operational conditions.
- Identify opportunities to improve monitoring, alert quality, job automation, documentation, incident prevention, recovery procedures, and sustainable support operations.
- Prioritize multiple incidents, batch activities, investigations, changes, and reporting responsibilities while maintaining accurate records and meeting agreed service expectations.
SYNECHRON’S DIVERSITY & INCLUSION STATEMENT
Diversity & Inclusion are fundamental to our culture, and Synechron is proud to be an equal opportunity workplace and is an affirmative action employer. Our Diversity, Equity, and Inclusion (DEI) initiative ‘Same Difference’ is committed to fostering an inclusive culture – promoting equality, diversity and an environment that is respectful to all. We strongly believe that a diverse workforce helps build stronger, successful businesses as a global company. We encourage applicants from across diverse backgrounds, race, ethnicities, religion, age, marital status, gender, sexual orientations, or disabilities to apply. We empower our global workforce by offering flexible workplace arrangements, mentoring, internal mobility, learning and development programs, and more.
All employment decisions at Synechron are based on business needs, job requirements and individual qualifications, without regard to the applicant’s gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law.
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