➢ Oversee the service operations to ensure quality customer support and after-sales services.➢ Establish quality standards for various teams to adhere to as part of their daily duties.➢ Management of customer service, operations, and support teams to log, resolve and document issues.➢ Collaborate with the IT team to automate redundant, time-consuming tasks so that the service team can focus on improving their interaction with customers and understanding their concerns better.➢… Show more ➢ Oversee the service operations to ensure quality customer support and after-sales services.➢ Establish quality standards for various teams to adhere to as part of their daily duties.➢ Management of customer service, operations, and support teams to log, resolve and document issues.➢ Collaborate with the IT team to automate redundant, time-consuming tasks so that the service team can focus on improving their interaction with customers and understanding their concerns better.➢ Lead and coordinate activities between various teams as needed to facilitate the provision of services.➢ Identify and implement opportunities for improvement for Incident, Problem, Capacity, Service Request and Service Management.➢ Actively participate in major incident service restoration and problem management activities by leveraging technical knowledge of systems supported.➢ Perform incident analysis and suggest action plans for remediation.➢ Coordinate with Service Owners/Process Owners, identifying areas for improvement, and implementing changes as needed.➢ Coordinate technical report writing for Incident and Problem Management.➢ Proactively ensure service continuity and improvement through the review of improvement plans.➢ Ensure compliance with Service Management and IT security policies and standards, technical architecture, and service level agreements.➢ Serve as a primary escalation point for merchants and operational issues (Incidents & Service Requests) not resolved within established SLAs.➢ Identify process optimization opportunities and contribute to the implementation of proposed solutions.➢ Prepare comprehensive reports detailing all the activities of the service department to the senior management.➢ Train service team on customer service etiquette and the step-by-step process of providing service to clients and customers, from incident logging to resolution.➢ Develop continuous process improvement initiatives that include workflow optimization and improvement. Show less

➢ Provision of 2nd level support and resolution of PG and customer issues.➢ Strategic review of all acquiring systems with specific input to product managers for system enhancement.➢ Monitoring of all services and transactions on the acquiring systems (Payment Gateway, CMS, VAS and EFT platforms).➢ Prompt provision of transaction performance and efficiency reports for all transactions through the Switch.➢ Dispute management and reconciliation oversight.➢ Integration Support… Show more ➢ Provision of 2nd level support and resolution of PG and customer issues.➢ Strategic review of all acquiring systems with specific input to product managers for system enhancement.➢ Monitoring of all services and transactions on the acquiring systems (Payment Gateway, CMS, VAS and EFT platforms).➢ Prompt provision of transaction performance and efficiency reports for all transactions through the Switch.➢ Dispute management and reconciliation oversight.➢ Integration Support and testing.➢ Maintaining a knowledge base of all known application issues.➢ Knowledge sharing and documentation. Show less

➢ Supervision of all support levels and timely resolution of all customer requests and complaints.➢ Strategic review of all acquiring systems with specific input to product managers for system enhancement.➢ Ensuring timely preparation and configuration of terminals in support of PTSP and POS Acquiring Businesses.➢ Ensuring the monitoring of all services and transactions on the acquiring systems (Acquiring Portal, E-Commerce platform and TMS).➢ Ensuring SLAs are promptly adhered… Show more ➢ Supervision of all support levels and timely resolution of all customer requests and complaints.➢ Strategic review of all acquiring systems with specific input to product managers for system enhancement.➢ Ensuring timely preparation and configuration of terminals in support of PTSP and POS Acquiring Businesses.➢ Ensuring the monitoring of all services and transactions on the acquiring systems (Acquiring Portal, E-Commerce platform and TMS).➢ Ensuring SLAs are promptly adhered to.➢ Supervision of 2nd level QA testing.➢ Dispute management and reconciliation oversight.➢ Provision of support to development and business teams.➢ Provision of transaction performance and efficiency reports for management review.➢ Ensuring the documentation of the knowledge base of all known application issues.➢ Knowledge sharing and documentation. Show less

➢ Supervision of all support levels and timely resolution of all customer requests and complaints.➢ Ensuring the execution of POS, MPOS test and certification with card schemes, NIBSS, etc.➢ Strategy review of all acquiring systems with specific input to product managers for system enhancement.➢ Ensuring timely preparation and configuration of terminals in support of PTSP and POS Acquiring Businesses.➢ Ensuring the monitoring of all services and transactions on the acquiring… Show more ➢ Supervision of all support levels and timely resolution of all customer requests and complaints.➢ Ensuring the execution of POS, MPOS test and certification with card schemes, NIBSS, etc.➢ Strategy review of all acquiring systems with specific input to product managers for system enhancement.➢ Ensuring timely preparation and configuration of terminals in support of PTSP and POS Acquiring Businesses.➢ Ensuring the monitoring of all services and transactions on the acquiring systems (Acquiring Portal, E-Commerce platform and TMS).➢ Ensuring SLAs are promptly adhered to.➢ Supervision of 2nd level QA testing.➢ Provision of support to development and business teams.➢ Provision of transaction performance and efficiency report for management review.➢ Ensuring the documentation of knowledge base of all known application issues.➢ Knowledge sharing and documentation. Show less

➢ Provision of 2nd level support and resolution of PTSP and customer issues.➢ Timely execution of POS, MPOS test and certification with card schemes, NIBSS, etc.➢ Strategy review of all acquiring systems with specific input to product managers for system enhancement.➢ Timely preparation and configuration of terminals in support of PTSP and POS Acquiring Businesses.➢ Monitoring of all services and transactions on the acquiring systems (Acquiring Portal, E-Commerce platform and… Show more ➢ Provision of 2nd level support and resolution of PTSP and customer issues.➢ Timely execution of POS, MPOS test and certification with card schemes, NIBSS, etc.➢ Strategy review of all acquiring systems with specific input to product managers for system enhancement.➢ Timely preparation and configuration of terminals in support of PTSP and POS Acquiring Businesses.➢ Monitoring of all services and transactions on the acquiring systems (Acquiring Portal, E-Commerce platform and TMS).➢ Generating transaction performance and efficiency report for all transactions through the Switch and TMS promptly.➢ Integration Support and testing.➢ Maintaining a knowledge base of all known application issues.➢ Knowledge sharing and documentation. Show less

➢ Project implementation and support.➢ Web service integration of PG and VAS services with e-commerce aggregators and 3rd party clients.➢ End-to-end testing support using Postman.➢ Reports generation and data query using MS SQL Server.➢ Provision of 2nd level technical support and monitoring of all services and applications.➢ Investigate, diagnose, and solve application-related problems.➢ Quality assurance testing of newly designed applications.➢ Package and support… Show more ➢ Project implementation and support.➢ Web service integration of PG and VAS services with e-commerce aggregators and 3rd party clients.➢ End-to-end testing support using Postman.➢ Reports generation and data query using MS SQL Server.➢ Provision of 2nd level technical support and monitoring of all services and applications.➢ Investigate, diagnose, and solve application-related problems.➢ Quality assurance testing of newly designed applications.➢ Package and support deployment of releases, fixes, and updates.➢ Engaging with business managers, project stakeholders and engineering teams.➢ Consulting with 3rd party vendors, service providers and service consumers.➢ Contribute to service improvement and business continuity. Show less

➢ Implementation of Issuing Projects/Products on the Card Management Application (TranzWare) for Financial Institutions.➢ Set up and modification of card schemes and products on the card management application.➢ E-Business support, translating business needs for the engineering team to implement product requirements through to delivery.➢ End to end project tracking, documentation, and Reporting.➢ Service and process adherence, enhancement, and improvement.➢ Application… Show more ➢ Implementation of Issuing Projects/Products on the Card Management Application (TranzWare) for Financial Institutions.➢ Set up and modification of card schemes and products on the card management application.➢ E-Business support, translating business needs for the engineering team to implement product requirements through to delivery.➢ End to end project tracking, documentation, and Reporting.➢ Service and process adherence, enhancement, and improvement.➢ Application testing, support, integration, and feedback review.➢ Provision of 3rd level technical support of all card services and applications.➢ Communicate with 3rd party vendors.➢ Investigate, diagnose, and solve application-related problems.➢ Consulting with internal departments and end-users.➢ Integrating with SOAP and REST-based web services and APIs for test scenarios.➢ Defining and documentation of all User Acceptance Test (UAT) cases, scenarios, and plans.➢ Planning, implementation and deployment of application upgrades and fixes/patches.➢ Ensuring all change management procedures are duly adhered to for all application changes.➢ Supervising data recovery management.➢ Maintaining a knowledge base of all known application issues.➢ Knowledge sharing and documentation. Show less

➢ Provision of accurate and timely back-office data management activities.➢ Back-end configuration management.➢ Report/data request fulfilment.➢ Card transaction processing on the card management system.➢ Back-office application management and portal system administration.➢ Support of client banks with payment card operations.➢ Communicate with 3rd party vendors.➢ Investigate, diagnose, and solve application-related problems.➢ Consulting with internal departments… Show more ➢ Provision of accurate and timely back-office data management activities.➢ Back-end configuration management.➢ Report/data request fulfilment.➢ Card transaction processing on the card management system.➢ Back-office application management and portal system administration.➢ Support of client banks with payment card operations.➢ Communicate with 3rd party vendors.➢ Investigate, diagnose, and solve application-related problems.➢ Consulting with internal departments and end-users.➢ Provision of 1st and 2nd level technical support of all card services and applications.➢ Upgrades and deployment of fixes and patches.➢ Web service integration and end-to-end testing using SoapUI.➢ Change management operations and compliance adherence.➢ Generation of daily, weekly, and monthly and quarterly reports and data queries using SQL.➢ Timely follow up with necessary in-house stakeholders to ensure that client’s issues are resolved promptly.➢ Ensuring compliance of new solutions and functionalities with PCI DSS standards.➢ Duly documentation of issues as well as proper updating of the incident register.➢ Log and resolve issues on CRM and follow up with issues reported against other departments.➢ Documentation and update of all operational procedures.➢ Data Recovery management.➢ Knowledge sharing and documentation. Show less