Operations-Production Integration Supervisor

The Operations-Production Integration Supervisor  will be providing integration support and processing transactions on many systems which are Cybersource, MIGs, MPGs, N-Genius Online and DPO - This role is to attend the L1 and L2 queries received from the entire merchant base across these gateways and the internal units [settlement, Chargeback, fraud management, DP Ops, sales].

In addition to this, will assist projects, new releases, product updates on the new gateway.

Also collaborate with internal and external teams, vendors and partners to support this rapidly growing business.

1. On a daily basis manage/supervise E-com production requests /queries/issues from the internal and external customers tickets to be addressed within the SLA.
2. Perform problem recognition, research, isolation, resolution and follow up steps for Tier 1,2,3 issues
3. Providing support to internal and external customers. Provide accurate and creative solutions to system problems from moderate to large nature to ensure availability and system stability. Able to co-ordinate with the network, sales, merchants, fraud management, Settlement, operations teams, Chargeback teams schemes, Vendors to solve BAU issues
4. Monitor systems/system alerts and proactively identify trends. Make recommendations to management and/or business leaders to resolve issues. Recommend systems modifications.
5. Highly technical troubleshooting skills- payment transactions, technical investigations.
6. Knowledge on Payment interfaces is an advantage.
7. Patience, attending calls to troubleshoot with merchants/Developers all over the world.
8. Configuring production setups
9. Experience in handling production issues
10. Unlocking / Locking the merchant accounts based on requests
11. Maintaining excel sheet with Issues on a daily basis based on Priority
12. Acquire and maintain domain knowledge of relevant products (software and hardware) and support policies in order to provide accurate solutions to customers.
13. Deploy code utilizing system tools. Monitor implementation, identify and resolve potential issues, partner with development to resolve.
14. Contribute to the development and maintenance of a problem resolution knowledgebase. Document issues, changes and instructions, using discoveries for process improvement and policy change.
15. Work with internal business stakeholders to understand business needs and create solutions using knowledge of systems. Act in an advisory role, gather information about future needs, report on trends, and make recommendation for system changes.
16. Participate in large scale, complex projects. Identify issues, create plans, gather information and resources, establish milestones, track and report on progress, coordinating with multiple groups, and implement recommendations.

E-Commerce-Online Payment Gateways knowledge eg- MIGs, Cybersource, MPGs, N-Genius or has worked/ has knowledge in other top payment gateways integrations.

This includes online payment flows, setups, and transaction level troubleshooting

Must have:

1. Managing the team and help the team in resolving critical integration issues where the team needs handholding
2. Key account management experience
3. Working in a customer facing environment
4. 4+ years of experience in e-commerce integration , hands-on experience on POSTMAN
5. Experience in integrating plugins (Magento, Woocommerce, OpenCart, Prestashop, etc)
6. Development background with knowledge of the program languages (Ex: PHP, Java, .NET)
7. Mobile (Android and iOS) development and troubleshooting experience
8. Usage of AGILE, Salesforce, JIRA, REMEDY, Access, MS Excel, V+, Quality Center, Base 24
9. Ability to troubleshoot and take the lead on technical issues and find root cause
10. Strong communication, analytical skills and strong organization skills
11. Able to lead the investigations internally and take ownership of the issue until closure
12. Team player and able to empathize with the client
13. Customer focused and should be able to work under pressure
14. Work with partners, consulting, support, and education on new opportunities within our customers and prospects
15. Work closely with Sales, Product, Marketing, and Technology teams to provide a comprehensive solution to the client
16. Understand, translate and map clients functional or business requirements to the product offerings and help customer evaluate the benefit
17. Submit and ensure data is accurate on weekly progress reports