JOB MISSION

As part of Development and Support team, they oversee the coordination of the teams under their responsibility, prioritize interventions to ensure a high level of service in compliance with SLAs, and support their teams in acquiring skills, while ensuring adherence to contractual SLAs.

JOB OBJECTIVES

Ensure the organization of the team and prioritize interventions to guarantee service delivery.

Ensure the allocation of necessary resources to resolve incidents in compliance with SLAs based on workload and the complexity of client requests.

Handle the resolution of incidents when their complexity exceeds the team's capabilities.

Facilitate Knowledge Transfer.

Support, train, and enhance the technical and behavioral skills of their team.

Act as the point of reference for their team.

Monitor the development of team members through annual reviews and recommend necessary training actions.

Oversee their Scope of Responsibility.

Generate performance indicators for their area, analyze KPIs, and recommend necessary actions.

Ensure the transmission of information to their teams when needed.

Analyze and recommend best practices to improve performance.

Ensure the escalation of alerts.

Share critical information in case of an alert with their direct superior.

Technical Competency

Expertise in Electronic Payment Systems

Oracle Forms & Reports Programming

PL/SQL Programming

Java Programming

Java Scripting (JavaScript)

Flex & JSF Servers

Unix Server

ASP Management

PowerCard Product Knowledge

ATM, GAB, POS Expertise

EMV Systems and Tokenization

Visa, Mastercard Network Certification

JOB HOLDER PROFILE

Education Level: Bachelor’s Degree
Experience: 8 years +