Key Responsibilities

• Lead, mentor, and motivate the Operations Command Center support team
• Provide 1st level support for Switching platform & Core authorization applications
• Oversee and manage 24×7 shifts
• Incident management as per our policies
• Keeping stakeholders updated through various channels
• Handling Financial file processing related failures
• Excellent Analytical, troubleshooting & vendor co-ordination skills
• Understanding of Incident management & Change control life cycle
• Excellent capability to learn & adapt to changes.
• Provide support to projects team for change monitoring.
• Card payment technology end to end knowledge
• Hands on knowledge on automation tools like Control-M, RPA, Python
• Software Monitoring – Monitoring of Switch Application and its modules
• Transaction level monitoring using alerts & dashboards of monitoring tool.
• Query handling from various internal / externals teams, clients, schemes etc. like Customer Support teams, Merchant Support, Solution Design, PMs, Business teams, Internal Operations teams, external service providers like Visa, Mastercard etc.
• Understanding of financial files and its business impact
• Keep the Production and DR systems in sync using replication tools.
• Understand Cloud technologies
• Understand Service / Disaster recovery process
• Certificate inventory management

Qualification

• Bachelor’s Degree (preferably in IT)

Experience:

• Experience of leading a small technical team.
• Hands-on technical experience.
• 4+ years of IT experience.
• Strong Knowledge of the Payment industry.
• UNIX / Windows / SQL DB / Oracle DB working knowledge.
• AWS, OCI, Azure knowledge.
• Monitoring tools operational knowledge.
• Familiarity with supporting applications.
• ITIL process familiarity.
• Automation skills using any automation tools / scripts.

Behavioural Competencies:

• Strong customer-facing skills. Strong ability to interact with internal & external customers effectively using various communication channels.
• Self-motivation and ability to take responsibility.
• Able to demonstrate initiative and a proactive approach to daily tasks.
• Good communication skill sets.
• Capable of handling stressful situations.
• Team Player.
• Handling of High-pressure environment.
• Willingness to work on 12-hour shift / night shifts / weekends / public holidays (24 / 7 shifts).