Production Support

As a Production Support specialist at Euronet Worldwide, your primary responsibilities will include troubleshooting client issues, conducting in-depth data analysis, and performing project reviews in a high-availability production environment. You will apply production upgrades independently and engage in problem and incident management while ensuring services meet agreed Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).

To qualify for the Production Support role at Euronet Worldwide, candidates should have 8-14 years of operations experience in a 24/7 production environment. Proficiency in data troubleshooting, problem-solving, and debugging is essential. Experience with ATM switches, card management systems, and Java applications is also preferred. Candidates should be proficient in both Spanish and English.

Euronet Worldwide integrates ITIL best practices by promoting structured approaches to incident and problem management in their Production Support operations. This ensures that all team members work toward maintaining high service quality while systematically analyzing incidents for continuous improvement and smooth operational flow.

Production Support specialists at Euronet Worldwide typically work with a variety of tools and technologies, including ATM switches, card management systems, and web-based banking systems. Familiarity with messaging protocols such as ISO8583, and a basic knowledge of SQL queries will also be advantageous. Experience in a Linux environment is a plus!

Problem-solving skills are crucial for a Production Support role at Euronet Worldwide, as they enable specialists to identify and resolve critical issues swiftly in a high-pressure environment. Effective problem resolution ensures minimal downtime and enhances the overall client experience, reinforcing Euronet's reputation as a leading provider of electronic payment solutions.

When answering this question, highlight specific roles where you managed or supported critical systems continuously. Explain how you handled challenges and provided solutions in real-time to ensure uninterrupted operations.

Provide a detailed narrative of a situation where you identified a problem, the steps you took to resolve it, and the outcome. Be sure to emphasize your analytical skills and any tools you used during the process.

Discuss your understanding of ITIL principles and how you have actively applied them in your previous roles, particularly in incident and problem management. Give examples of improvements you made to production processes by utilizing ITIL methodologies.

Explain your approach to communication and transparency during production incidents. Describe how you keep clients informed and ensure their concerns are addressed promptly while resolving issues effectively.

Discuss specific monitoring tools you have experience with, such as application performance monitoring (APM) software or incident management systems. Share how you utilized these tools to preemptively identify issues or respond to incidents swiftly.

Talk about your method for assessing the urgency and impact of each issue. Describe how you communicate with stakeholders to prioritize resolutions effectively, ensuring minimal impact on operations.

Detail your hands-on experience with ATM switches and card management systems, discussing specific projects or roles where you interacted with or supported these technologies. Highlight your understanding of their functionalities and challenges.

Emphasize the importance of thorough documentation in ensuring continuity and knowledge sharing within the team. Discuss how you ensure that all incidents, resolutions, and system updates are meticulously recorded for future reference.

Showcase your commitment to collaboration by discussing how you would approach the situation. Emphasize listening to their perspectives, sharing your rationale, and, if necessary, being open to revising your solution based on constructive feedback.

Share a genuine challenge you've faced in Production Support, what it taught you about stakeholder management, efficiency, or crisis management, and how you've grown from that experience to become a more effective support professional.