Production Support Manager

3 days ago

Delhi, India Euronet Full time
Euronet Worldwide is a NASDAQ listed transactions and payments processing major with strong presence in North America, Europe, Middle East, India, and the Asia-Pacific regions. Today we are one of the world’s foremost providers of electronic payment and transaction processing solutions for financial institutions, retailers, service providers and individual consumers through three primary business segments — Electronic Financial Transactions, Prepaid and Money Transfer.

Amongst our other accomplishments

We operate the largest private independent nationwide shared ATM network in India.

Do processing for the world’s largest payment network for prepaid mobile top-up; and

Operate one of the largest global money transfer networks in the world.

Euronet Inc. headquartered in Kansas, USA, is a leading global electronic payments provider and distributor, that provides convenient and safe financial transaction services to consumers and businesses worldwide.

Euronet has built a unique network of networks that creates a powerful presence in every level of the global payments value chain.

Position: Manager / CM / AGM - Production Support

Location: Thane

Total Years of Experience: 13 to 25 Years

Roles & Responsibilities:

- Lead and prioritize the Application Support team’s workload.- Manage and Own the Problem Management Process.- Develop, co-ordinate and promote the effective functioning of problem management activities across all EN Product Suites.- Contribute to the planning of application/infrastructure releases and configuration changes.- To examine potential areas for Service Improvement and raise proposals with the Program Manager.- Provide technical leadership.- Provide input to application/infrastructure scalability.- Interact with internal teams and external3rd party vendors to trouble shoot and resolve complex problems.- Design appropriate metrics for reporting on key performance and quality indicators, particularly in terms of in-depth trend analysis.- Maintain application monitoring, performance tuning and testing.- Provide input to administering and maintaining all production and internal environments.- Provide input to the implementation, backup and roll-back plans.- Ensure there are robust procedures and processes within the application support function.- Follow appropriate departmental and company procedures and policies (i.e. change control, security and auditing, release, configuration, problem and incident management).- Maintain good working relationships with internal departments as well as 3rd party vendors and hosting providers.- Design, prepare and conduct training relating to Problem Management and the appropriate usage of the Support Management Service.- Provide timely and export advice on emerging trends and issues affecting Service Delivery and Support. Develop strategies to allow Application Support to manage resultant problems.- Personal Attributes:- Strong customer service and support focus with a desire to deliver a high-quality service.- Self-motivated and highly professional with ability to lead and take ownership and responsibility.- Ability to multi-task, work under pressure and tight deadlines.- A desire to learn and improve skills and knowledge.- Fast learner, energetic and enthusiastic Team player.

Functional Skills and Experiences:

- Experience leading technical support teams (Onsite would be added advantage)- 7+ years’ experience in a hands-on application support Lead/Manager role in ATM Switching / Banking Domain.- Extensive problem solving and debugging skills.- Ability to independently apply production upgrades and support the products and technologies.- Experience in providing services to agreed SLA’s and OLA’s.- Experienced in Problem and Incident Management.- Experience with working in an ITIL environment.- Excellent interpersonal and communication skills.- Flexible working outside of core business hours at short notice.

Technical Skills and Experiences:

- Experience with supporting multiproduct environment.- Experience in supporting and administering ATM Switch / Card Management / WEB based banking System.- Experience with supporting Java applications and an understanding of web technology.- Knowledge of AS400 environment will be an Added advantage.- Knowledge of SQL for generating ADHOC reports as per business requirements.

Personal and Team Development:

- Share / spread knowledge with team members as well as internal teams (client services, service desk, development).- Pro-active in maintaining and increasing the teams and your own technical knowledge.

References:

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