About this role
The Technical Support Specialist acts as the first point of contact for any incidents raised by the L1 team (OCC / CSE / Business) on the WAY4 platform.
The Technical Support Specialist retains responsibility of the issues/incidents, through to resolution, engaging and coordinating with other internal and external teams as necessary.
This is a key participant in the production work-stream, working alongside with engineers, business analysts and technical architects, ensuring fixes are ready to be taken into a development sprint and resolved.
The Technical Support Specialist supporting the application day to day basis and managing the changes and implementations to way4 production system as required.
• Act as point of contact for L1 support team • Take responsibility for all issues and incidents raised to them • Propose solutions to issues and incidents where L3 engineering support is not necessary • Develop a deep technical understanding of the technologies used on the platform • Contribute to the technical backlog, identifying areas of improvement in the platform from security, stability & performance • Have a clear understanding of the platform roadmap, including participating in development of backlog tickets. • Support incident managers coordinating with L3 engineering support
Minimum Qualifications: Bachelor’s Degree in Computer Science or equivalent industry experience Minimum Experience: 5+ Years in payment related applications support and implementation
• Trouble shooting and incident management for the card system and different integrations • Handling the Level2 support for the Card Management System • Knowledge about WAY4 Modules like Issuing, Acquiring, Advanced Application, Daily Procedures, Products, Tariff Management, Service Package, Accounting Schemes, Scheduler • Trouble shooting and coordinating with product development team • Server monitoring and deployment of fix on Unix and Windows Servers • Functional testing and internal users training Ability to clearly communicate with all stakeholders