IT Service Desk SME (Exp: 3+ Yrs)

IT Service Desk SME (Exp: 3+ Yrs)

We are looking for an experienced IT Service Desk SME with mandatory experience in Payment Card Systems and Card Management Platforms. Applicants must have hands-on experience supporting Card Management Systems (CMS), preferably TSYS PRIME or equivalent card-issuing/processing platforms, within banks, payment processors, fintechs, or card technology organizations.

The successful candidate will provide Level 1 and Level 2 operational support for Card Management Systems, monitor production environments, troubleshoot production incidents, coordinate issue resolution, and ensure service availability.
The ideal candidate should possess strong functional knowledge of the payment cards industry, including:
1. Card Issuing
2. Card Lifecycle Management
3. Authorization
4. Clearing & Settlement
5. Merchant & Acquiring
6. Transaction Processing
7. Payment Networks
8. Customer Servicing

Key Responsibilities:

1. Remote monitoring of the Services which are running in the client environment.
2. Monitor all alerts related to applications and provide proactive Issue analysis and resolution
3. Ensure 24/7 availability of team members for monitoring, prioritize resolution and escalation within defined SLAs.
4. Lead, mentor, and guide team members to achieve service excellence.
5. Train new team members.
6. Ensure that team members adhere to IT security policies and practices.
7. Monitor and address security-related concerns and access control.
8. Offer support and guidance to resolve critical issues, incidents, or escalations, even outside regular working hours.
9. Coordinate team members to schedule shifts, breaks, and assignments, taking into account contracted SLAs, individual availability, and preferences.
10. Ability to work flexible hours and be on-call as required.
11. Create and maintain standard operating procedures (SOPs) and a knowledge base, including FAQs and troubleshooting guides
12. Coordinate with client contacts for delivery of SLAs and reporting.

Skills & Experience:

1. 3+ years of working experience in IT Service Desk or Application Support within Payment Card Systems
2. Experience supporting TSYS PRIME or equivalent Card Management Systems
3. Good understanding of the payment card lifecycle.
4. Working knowledge of Windows/Linux and networking fundamentals (TCP/IP).
5. Proficient with SQL (and popular databases).
6. Strong troubleshooting skills and the ability to diagnose and resolve server/application related issues.
7. Experience with server/application monitoring and management tools is a plus.
Knowledge Requirements
8. Strong & effective verbal and written communication skills.
9. Willingness to work in shifts
10. Customer-focused mindset.
11. Strong organizational and time-management skills.
12. Able to interact with a variety of stakeholders.
13. Display high levels of integrity to ensure excellent service.