Role Overview

Primary responsibility will be to manage a global US Bank/Elavon Level 3 Support team of 8-10 technical staff, ensuring that all incidents and problems are resolved according to agreed Service Level Agreements.

Additionally, the successful applicant will be required to consult with internal and external customers and business partners including partner banks, card schemes, etc. to ensure the timely delivery of key settlement and funding files within agreed funding SLAs.

Applicants should have a good comfort level working with technical systems and specifications; possess strong analytical, project management and communication skills; be results-driven and be a solid team player in addition to delivering results as an individual contributor.

Leaders at U.S. Bank consistently demonstrate integrity and ethics, maturity and resilience, and inspire trust and confidence among their teams. Our leaders are strong communicators who promote collaborative relationships, influence others, and value the diversity of backgrounds and ideas among their employees.

Key Activities & Responsibilities: 

• Provide day-to-day support as well as assist with projects related to Sterling File Gateway and associated applications in both Europe and North America.
• Manage the resolution of all incidents and problems according to agreed Service Level Agreements
• Assist in formulating and developing both internal and external communications to support Managed File Services (MFS) initiatives
• Although the role is primarily aimed at providing Level 3 Support the successful applicant will need to liaise with other managers both within TOS and the business and act as European SME for all MFS activities as required
• Coordinate out of hours system upgrades with internal stakeholders and external business partners
• Participate as required in internal and external audit exercises
• Work with other teams as required to ensure compliance with Disaster Recovery and Resiliency requirements.
• Collaborate with business and technical subject matter experts (SMEs) to conduct root cause analysis of day-to-day production issues, identify resolution, and track progress as required to resolve all issues in a timely manner to ensure minimal impact to Elavon/US Bank and customers.
• Exemplify US Bank's ethical principles of uncompromising integrity, respect for others, accountability for decisions and actions, and good citizenship and at all times adhere to our Core Values

• Experience with merchant acquiring, in particular knowledge of authorization and/or clearing transactional flows
• Technically astute to have the ability to deal with both technical and business groups within the organization as well as with payment networks and decipher/read technical specifications
• Excellent verbal and written communication skills
• Critical thinking skills and analytics experience; well-developed problem-solving skills
• Demonstrated relationship-building and interpersonal skills, ability to work effectively with internal stakeholders and external partners
• Ability to manage multiple projects and deadlines simultaneously
• Proficient with Microsoft Office (Outlook, Word, Excel, PowerPoint,)
• Good understanding of Managed File Transfer concepts
• Understanding of ITIL processes, standards, etc.
• Previous experience with Sterling File Gateway would be beneficial but not essential

Qualifications: 

• Bachelor's degree, or equivalent work experience
• 5+ years of experience with management approaches, tools, and techniques for gaining the cooperation and support of others.
• 5+ years of experience in a technical environment in a Card Brand Association or Payment Processor environment. (Visa, MC, Discover, AMEX, Union Pay)