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Collaborate with the internal reconciliation, settlement, operations, product, research and development, compliance and other teams to fully understand payment channels, proactively identify and resolve problems in good time, provide timely feedback and ensure prompt resolution of issues and escalate where necessary.
Lead and organize the team to analyze root cause of incidents and ensure resolution within the agreed Service Level Agreement (SLA) time, review, and output the follow-up improvement measures and implementation plans.
Develop technical standard operating procedure document for products and services and having a good relationship with payment partners, especially with their IT and technical departments
Ensure existing processes and mechanism are optimized to improve the efficiency and delivery of each collaborating department when solving problems.
Have a good depth and experience of external and internal technology docking,and ensure prompt resolution of issues with external facing partners.
Learn and adapt the technical support team’s capabilities to meet the demands of our customers most efficiently.
Maintain high availability for all assigned critical services and related business impacting services.
Provide two tier application support to production systems and identify any issue in
Work with Level 1 Technical support, operations, sales and channels team with escalations, knowledge transfer, training, and mentoring.
Ensure and enforce agreed application best practices, analyze systems to meet regulatory compliance.
Develop and maintain accurate technical, software operations and support related documentation.
Constantly gather information, research, and scope systems for complex issues, enhancement, and continual service improvement.
Act as a Payment Channel resource during other projects as required
Requirements
Deep insight and understanding of payment partners/products/channels including but not limited to NIBSS, Banking, Switching Companies, Settlement Companies, Payment Service Providers, Etc.
Have a grounded understanding and experience of integration platforms with most payment partners.
Have a full and detailed understanding of IBSS/Interswitch/UPSL/Banks, their operational systems and IT abilities.
Minimum of a Bachelor Degree or above. Major in computer science, Information Technology or related fields,
Minimum of 7 years Payment Channel and IT support experience in the financial or payment(Fintech) industry.
Excellent communication, analytical, presentation and troubleshooting skills.
Familiar with the payment channels and financial industry standards, specifications and regulatory frameworks.
Technical depth in quality assurance will be an added advantage
Experience with software design and development in a test-driven environment.
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