ROLE PROFILE
ROLE TITLE: Software Infrastructure Engineer
ECF: L5
FUNCTION: Core Business Development
DEPT: FI System Development Department
REGION: IBHQ
REPORTING: Director of Professional Services
LOCATION: Torres Vedras, Portugal
COMPANY OVERVIEW
As a global leader in cash technology solutions, we provide the financial, retail, cash center and gaming industries with confidence that their cash is protected and always working to help build a stronger business. Our cash automation technologies and process engineering services help businesses in more than 100 countries optimize the handling, movement, and management of cash. While we span the globe, we personally engage with each customer to address their unique challenges and goals — enhancing staff efficiency, reducing operating costs and enabling a more rewarding customer experience.
We offer peace of mind. We enable transformation. We generate options. We empower people. We do all this by releasing companies from the burden of cash management, putting cash to work, and helping customers enhance the value that their staff and facilities add to their business.
ROLE PURPOSE
Contribute with the necessary technical knowledge, within Global Professional Services, to the Design, Analysis, Creation, Test, Release and Distribution of different Software Tools to facilitate the Installation, Configuration and Maintenance of Glory Software Products. These activities would be mainly applied to Self-Service Business, but the role will also cover the Support and Maintenance of the Global Software Bug Tracking System, as well as the Triage Analysis and Diagnostic Process of Software Issues relevant to Professional Services team. The role may include other side activities as Infrastructure Support to other Glory Teams, either global or regional, or occasional Customer Support.
MAIN RESPONSIBILITIES
End to End control (from Design to Maintenance) of Software Tools created to deploy Glory's Self-Service Systems at internal or Customer environments, including full installation of OS, OS Updates, system drivers, system settings, external tools and Glory's middleware or applications.
Administration and Maintenance of Bug Tracking System, including regular updates of new versions, creation of customized scripts and reports, Maintenance of System Settings, and Management of Users and Projects Profiles.
Investigate reported issues through analysis of application server logs, database logs, and Windows and Linux server logs.
Recreate minor field problems for verification and analysis enabling quick resolution for customer or further escalation as needed.
Perform software testing to confirm resolution of fixed issues and verification of new product releases.
Work with Hardware Product Support groups to resolve Glory software issues.
Work with Regional Connectivity and Engineering Teams to confirm and prioritize issues for the development roadmap.
Provide software support expertise to internal Glory or external Associates for software products developed and marketed by Glory Global Solutions.
Write or help Technical Writers to produce end-user product documentation.
Prepare information for software releases to Glory Regional Connectivity Groups.
Prepare training materials for use by Glory Software Team and regional Connectivity Groups.
Support other activities of the Global Professional Services Team as assigned.
REQUIRED COMPETENCIES
General Characteristics
Independently applies extensive and diversified knowledge principles and practices in broad areas of assignments and related fields.
Uses advanced techniques in the modification or extension of theories and practices of sciences and disciplines to complete assignments.
Works on major projects or several projects of moderate scope with complex features.
Adopts a logical/methodical approach to work.
Demonstrates cultural understanding.
Technical Ability
Structured thinker; demonstrates strong understanding of theory and applied bases in areas of expertise.
Technically proficient and applies knowledge to determine approaches required to complete complicated projects.
Performs competent analysis/design and contributes to complex projects with strong analytical skills and sound business thinking.
Understands the bigger picture and able to develop/promote opportunities that mitigate risk.
Managerial Accountability
May supervise staff as necessary to complete assignments.
Reviews and provides critical input to project scope, budgets; schedules assignments.
Prepares proposals for professional services and seeks funding for engineering projects/programmes.
Achieving High Performance
Receives minimal supervision and guidance on overall objectives, critical issues, and new concepts.
Consistently delivers upon objectives; is tenacious and persistent with challenges.
Uses effective processes to manage time and projects to budget.
Demonstrates an understanding of commercial issues and integrates into value-added activities.
Maintains internal and external customer focus as appropriate.
Collaboration/Teamwork
Possesses strong oral, written, and interpersonal communication skills.
Demonstrates understanding of strengths and weaknesses of self and/or team.
Able to represent the organisation in communications pertaining to broad aspects of engineering projects/assignments.
Innovation
Identifies trends early.
Champions innovation, through creative thought and new ideas/solutions.
May lead others to critically evaluate and integrate broad technological and organisational ideas/solutions.
Adapts to change; engaging in continuous learning and critical thinking to promote growth of team and/or the organization.
Integrity
Consistently demonstrates the behaviours and principles that guide desired actions.
Exercises good judgement; is proactive in making timely and appropriate decisions.
Bases judgement on analytical thought and interpretation of circumstance.
Champions ethical behaviour.
Is a trusted member of the team.
Analytical Thinking
Demonstrates sound logical reasoning/critical thinking to break down and work through complex situations and problems.
Owns the problem and takes time to understand all requirements needed to provide desired outcome.
Is often called on to provide input into problem solving in other teams or functions.
Personal Development
Proactive in approach to change; developing effective skills/processes.
Readily accepts stretch assignments and anticipates change/trends which may affect ability to deliver.
Understands how the team contributes to achieving business/financial goals.
Strives to capitalise on strengths and address weaknesses.
GLORY SPIRITS
The Glory Spirits & Behaviours reflect the values and behaviours that are critical to the ongoing success of Glory and as such represent the foundations of our behaviour globally to lead us to realise our mission:
Value Creation - strive to create value for customers.
Self-Starter - understand the objectives of your own work and are proactive in achieving goals.
Collaboration - respect diversity and create a culture of collaboration to work with each other to achieve a common goal.
Integrity - understand Glory's mission and act with responsibility and pride to realise achievement and act and behave with high integrity and a strong sense of ethics.
Own Growth - leverage our own talent and achieve personal development by adopting a broader perspective.
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