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Salary30 LPA
- LocationPune, India
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).