Expert Support III

3 days ago

Pune, India Antal International Full time

Job Description Role - Expert Support III Exp- 12 + years Mandatory Domain Exp.- Cards and Payments Mandatory - Cards Issuing/ Acquiring /Switching Location - Pune Work model - 5 days’ work from office Client - Fintech JOB OBJECTIVES Ensure the resolution of Level 3 incidents escalated by the regional support engineers Analyze Level 3 escalations and recommend appropriate actions. Implement necessary fixes/developments to resolve these incidents. Perform unit tests and document the changes made. Generalize solutions and fixes across all clients. Document the analysis and solutions for major incidents. Conduct on-site interventions for major client incidents. Implement a proactive approach to ensure the resolution of common and recurring incidents Assess service requests and provide recommendations to reduce ticket generation. Document scripts for recurring incidents. Participate in the development and upgrade lifecycle of the PowerCard suite Provide field expertise to product teams during the development and testing cycle. Ensure prompt handling of incidents related to new products and features. Provide business expertise and train support teams. Organize periodic workshops with product directors and provide recommendations to reduce incidents. Design and maintain a knowledge management base for support Lead the design and organization of a support knowledge management base. Document scripts for resolving major and recurring incidents. Train teams on how to use the knowledge base. REQUIRED SKILLS Primary PLSQL Payments/Cards domain experience Secondary UNIX Testing techniques Nice to have C Programming Back-office and online network certification (Visa, Mastercard, Diners, CUP, etc.) Acquiring Issuing Switch

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