Technical Leadership Role: Mobile Payments Network

1 week ago

Mumbai, Maharashtra, India Boku Full time

Greetings from Boku Inc., a pioneering global provider of local mobile-first payments solutions. Our innovative approach has made us the go-to partner for leading brands like Amazon, DAZN, Meta, Google, Microsoft, Netflix, Sony, Spotify, and Tencent, who rely on our purpose-built payment network to reach millions of new paying consumers worldwide.

With over $9 billion in annual transactions processed through our secure platform, we are committed to delivering exceptional service and operational excellence. Headquartered in London and San Francisco, our diverse team of experts spans across 39 countries, driving growth and innovation in the mobile payments industry.

Job Overview:

We seek an experienced Lead Application Support Engineer to join our Network Operations Center team. As a technical leader, you will play a pivotal role in ensuring the seamless operation of our mobile operator suppliers and vendor partners. Your expertise will be instrumental in validating work, ensuring transaction flows meet expected service levels, and providing essential guidance and support to team members.

Responsibilities:

  • Oversight of daily activities, including acknowledging and investigating alerts from monitoring systems, with timely responses in compliance with SLAs
  • Evaluation, prioritization, and resolution of issues efficiently, making decisions on escalation paths as necessary
  • Accurate tracking of incidents in ticketing systems, with clear, organized, and well-documented updates
  • Point of contact for escalated issues, ensuring prompt resolution within SLAs
  • Team awareness of critical incidents, including those worked on by colleagues, for seamless coverage and handover
  • Incident management according to standard practices
  • Assigned tasks
  • Identification of recurring issues and trends, with permanent fixes deployed
  • Collaboration with technical teams for RCAs and gathering analysis
  • Support for colleagues in readiness for new ways of working, including training, documentation, and guidance
  • Representation in project activities, providing communication channels for queries, input, and feedback
  • Liaison with project teams and colleagues on priority issues for timely resolution
  • Creation and maintenance of technical documentation, including user guides and troubleshooting manuals
  • Detailed reports on KPI performance, including incident tracking and resolutions, with actionable data for improved service delivery and efficiency
  • Ability to work independently and as part of a team
  • Suggestion and implementation of process improvements for application performance and user experience enhancement
  • Strong analytical skills for complex problem-solving, pattern identification, and effective solution proposal

Desired Experience:

  • Familiarity with HTTP, REST, and SOAP APIs, as well as web applications' interaction with these technologies
  • Working knowledge of SSL protocols and Virtual VPN
  • Understanding of database operations and ability to query data using SQL, with experience in relational databases and performance monitoring
  • Experience with log analysis tools like Sumo Logic, Kibana, and Elasticsearch for monitoring, analyzing, and troubleshooting operational issues
  • Knowledge of service-oriented architectures, including components, integration, and communication between services
  • Proficiency in Unix or Linux command-line systems for process monitoring and troubleshooting, using commands like ps, top, netstat, telnet, ssh, ls, and traceroute
  • Ability to write and troubleshoot basic scripts in Bash or Python for task automation and incident management
  • Experience with ticketing systems such as JIRA, Rally, ServiceNow, or similar platforms for tracking, managing, and resolving incidents

Requirements:

  • Technical degree in engineering
  • Highly technical background in troubleshooting and resolving issues
  • 5-7 years of experience in application support or a related technical role
  • Able to stay composed under pressure, guiding the team through high-stress scenarios while maintaining efficiency and accuracy
  • Excellent time management skills, prioritizing work effectively to meet deadlines and service-level agreements (SLAs)
  • Ability to work with minimal supervision, demonstrating strong decision-making abilities in ambiguous situations
  • Context shift and adaptability, taking direction and moving quickly to achieve results
  • Perform assigned duties and meet service-level agreements for response and resolution times
  • Experience collaborating with remote teams and coordinating communication across different time zones
  • Professional communication and customer service skills
  • Knowledge of ITIL or other service management frameworks

Work Hours Requirements:

  • This position requires flexibility in working hours and days, with potential weekend and holiday work to provide ongoing support coverage
  • Willingness to work in a 24*7 environment (Rotational shifts/5 Days a week)
  • Specific work schedules determined by management, subject to change based on business needs

What We Offer:

  • Stock equity in publicly listed Boku Inc.
  • Extra vacation days between Christmas and New Year
  • Generous referral bonus
  • Home Office equipment budget
  • Friendly and equal opportunity workplace certified at gold level
  • Exciting opportunities to work with renowned names in the internet/digital/mobile/gaming industry
  • Personal development, growth, and learning opportunities in a motivated, talented, and international team
  • Frequent all-inclusive team events promoting integration and collaboration
  • Independence to define your role, with freedom to act and take responsibility
  • Variety of learning and development opportunities

Salary: The estimated salary range for this position is £60,000 - £80,000 per annum, depending on location and experience.

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