JOB OBJECTIVES

Ensure the resolution of Level 3 incidents escalated by the regional support engineers

Analyze Level 3 escalations and recommend appropriate actions.

Implement necessary fixes/developments to resolve these incidents.

Perform unit tests and document the changes made.

Generalize solutions and fixes across all clients.

Document the analysis and solutions for major incidents.

Conduct on-site interventions for major client incidents.

Implement a proactive approach to ensure the resolution of common and recurring incidents

Assess service requests and provide recommendations to reduce ticket generation.

Document scripts for recurring incidents.

Participate in the development and upgrade lifecycle of the PowerCard suite

Provide field expertise to product teams during the development and testing cycle.

Ensure prompt handling of incidents related to new products and features.

Provide business expertise and train support teams.

Organize periodic workshops with product directors and provide recommendations to reduce incidents.

Design and maintain a knowledge management base for support

Lead the design and organization of a support knowledge management base.

Document scripts for resolving major and recurring incidents.

Train teams on how to use the knowledge base.

REQUIRED SKILLS

Primary

PLSQL

Payments/Cards domain experience

Secondary

UNIX

Testing techniques

Nice to have

C Programming

Back-office and online network certification (Visa, Mastercard, Diners, CUP, etc.)

Acquiring

Issuing

Switch

Behavioral Skills : Interpersonal Skills, Team Player, Initiative, Flexibility, good verbal communication and written.

JOB PROFILE

Education Level: Master’s degree (Bac+5) or equivalent

Experience: Over 12 years in support and PowerCard development or at least 15 years with a Bachelor's degree (Bac+3).