Job Description
Is a key member of the team responsible for using technology to improve business performance and strategy.
This duty involves using one's complex problem-solving skills to brainstorm solutions to current faced issues, at the meantime, responds to Clients issues on a
timely basis manner when they update the status regularly.
- Manage and Support Our Online System application (TW-Online)
- Ensure compliance with schemes mandates
- Execute Authorization system Operations/Enhancements support clients inquiries and requests
- Review all team policies and daily/monthly tasks
Responsibilities
Driving team performance, achieving organizational goals, and facilitating daily operations through planning, organizing, leading, and controlling. Core tasks include hiring and training staff, setting goals, , and resolving conflicts.
- Develop new solutions and suggestions to assist clients in increasing their authorization rates.
- Set up for new features.
- Review client performance and create enhancement plans for better performance
- Mange compliance issues to be 100% compliant with payment scheme
- Set up for payment scheme mandates
- Mange CB (central banks) requirement to comply with each region
- Upgrade system functions.
- Review client's requests for system and parameters changes.
- Contact payment system for the new mandates.
- Ensure that the system is compliant with all mandates.
- Contact different acquires for authorizations.
- Communicate with all internal teams to guarantee service delivery on time.
- Test new versions and the developed solution before going live
- Testimplement new features
- Handling Team SLA and delivery status.
- Develop procedures to facilitate, smooth, and accelerate the service.
- NI Clients and staff training.
- Investigating and resolving clients complaints with junior staff.
- Training online team Juniors staff and reporting their progress.
- Monitoring and evaluating online KPIS.
- Reporting and analyzing escalations and their root cause with recommendations to avoid it.
- Reporting issues and errors with its fixes and suggestions to line Manager.
- Preparing Manuals for staff and banks references.
- Monitoring and reporting quality measures to line Manger.
- Reporting progress of the new staff.
- Reviewing juniors staff tasks.
- Enhancement of the automation process.
- Support and mange Team members
Qualifications
Core Qualifications & Requirements
- Education: Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
- Experience:
- Minimum of 7–10 years of experience in IT application support.
- At least 1–4 years of experience leading or managing IT teams.
- Experience supporting medium-to-large, complex production systems.
Technical Competencies
- Database Management: Strong knowledge of SQL Server, Oracle.
- Technical Knowledge: Understanding of software development life cycles, web services (JSON, XML, HTTP), and middleware.
Leadership & Soft Skills
- Incident Management: Proven ability to manage, troubleshoot, and resolve critical IT incidents to meet SLAs.
- Communication: Excellent verbal and written skills for interacting with stakeholders and technical teams.
- Vendor Management: Experience handling vendor support request tickets.
- Problem-Solving: Strong analytical skills to investigate complex technical issues.
- Customer Focus: Experience working in a customer-focused environment.
Commonly Used Tools
- JIRA Service Management.
- Microsoft Office Suite (Excel, PowerPoint, Project).
