Principal Production Support Specialist

6 months ago

Farnborough, United Kingdom Discover Financial Services Full time

**About This Role**

Discover. A brighter future.

With us, you’ll do meaningful work from Day 1. Our collaborative culture is built on three core behaviors: We Play to Win, We Get Better Every Day & We Succeed Together. And we mean it — we want you to grow and make a difference at one of the world's leading digital banking and payments companies. We value what makes you unique so that you have an opportunity to shine.

Come build your future, while being the reason millions of people find a brighter financial future with Discover.

**Job Description**:
Responsible for driving and managing the strategic relationship between Client Services and Infrastructure Services. Works with the client servicing teams, leadership, and executive leadership teams in Global Operations to assess any operational gaps and provides strategic solutions while keeping up with industry best practices and giving client focus the top priority. Leads infrastructure platform design by delivering business requirements to development teams and ensuring platforms perform to their expectations. Actively manages and escalates risk and customer-impacting issues within the day-to-day role to management.

**Responsibilities**:

- Prepares clear and concise communications to internal and external business partners and senior management regarding initiatives, breakdowns, and achievements.
- Identifies and coordinates operational gaps/possibilities within the Infrastructure platforms, Operations processes, and customer interactions.
- Supports deep-level infrastructure platform (design, system-level requirements/interfaces, etc.)
- Acts as a Subject Matter Expert (SME) for client-facing teams (Operations Client Support, Global Business Development, Solutions, Products, etc.)
- Ensures Infrastructure needs are identified and prioritized with the Operations Process Review.
- Liaises and champions between client-facing and Infrastructure teams to ensure that impacts of new and/or enhancements to infrastructure platforms are clearly understood, incorporating items such as Voice of the Customer (VOC), Payments industry alignment/ alignment/awareness, and/or go-to market implications.
- Establishes framework and facilitates Infrastructure Services and Client Support collaboration opportunities at varying levels of the organization.
- Assesses and implements a rotational model within the Infrastructure Services Digital, Authorization, Partners, and Support teams.
- Conducts analytics to find the business impact and solution for strategic customer
- impacting incidents/requests.

Minimum Qualifications

At a minimum, here’s what we need from you:

- Bachelor's Degree in Business, Finance, International Affairs, Tech, Communications, Marketing, or related field
- Experience in Payments, Technology, Operations, Customer Service, Marketing, Finance, Communications, or related field
- In lieu of a degree, experience in Payments, Technology, Operations, Customer Service, Marketing, Finance, Communications, or related field

This person will be the point of contact for our international customers/AEs and the international face for DGN Production Support team, requiring:

- Project Management/Innovation: Initiating/leading continuous improvement projects/initiatives through self-identification
- Presenting: Preparing presentations and presenting to management and upper leadership
- Leadership: Handling of escalated requests/inquiries from management
- Teamwork: Ability to work with other team members and other teams to achieve a common goal without supervision
- Environment/Atmosphere: Being able to cope in a continuous stressful and demanding environment
- Communication: Excellent communication - being able to articulate verbally and written

Preferred Qualifications

If we had our say, we’d also look for:

- Experience in Payments, Technology, Operations, Customer Service, Marketing, Finance, Communications, or related field
- Splunk knowledge manager certification
- SAFe (Scale Agile Framework)—understands Agile and SAFe principles and Product Owner responsibilities
- Basics Teradata
- SQL

All Discover employees place our customers at the very center of our work. To deliver on our promises to our customers, each of us contribute every day to a culture that values compliance and risk management.

Discover is committed to a diverse and inclusive workplace. Discover is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or other legally protected status. (Know Your Rights)

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