Job Purpose:

As the Payments Back-End Support Specialist you are responsible for providing technical assistance in relation to both technical and nontechnical customer support issues logged via Service Now, phone, email, and chat within a technology and operations environment.
You will respond to queries, run diagnostic programs, isolate problems, and determine and, where possible implement solutions or engage back-end technical teams to implementUltimately ensure that customers are satisfied with the resolution and that it meets their quality expectationsThe role specializes in troubleshooting and finding ways to minimize impact and service downtime.
You will work in close contact with Payments Support Analysts to support on both functional and technical expertise related to payments issues that touch the core banking applications, in the areas of operations, credit, clearing, payments, trade finance, treasury, custodial, integrations, databases, reporting, information security, partner transactions – wallets, channels, billers, etc.

Qualifications

Job Responsibilities/ Accountabilities:

• Ensure timely resolution or escalation of incidents, communicate promptly on progress, and ensure customers are handled with a professional attitude.
• Own problem management of critical customer incidents, including communications, all related problem management activities, and any appropriate escalations.
• Build effective relationships with key internal business, operations, IT, product, design, and external partner teams.
• Retrieval of system and application logs and interpretation.
• Creating and running SQL queries to provide requested data or solution.
• Be familiar with the enterprise system architecture such as databases, managed servers, mobile applications.
• Stakeholder Management: strategy, tactical execution, communications, etcWork collaboratively with, Product owners and other key stakeholders in the organization.
• Relaying application functionality feedback from colleagues and clients engaged to IT developers.
• Providing customers with step-by-step guidance to resolve technical problems.
• Work closely with Technical Product Managers across all products and channels capabilities to prioritize initiatives, share insights on customer demands, identify opportunities for teamwork.
• Serve as a subject matter expert to the technical and developer community.
• For all escalated tickets, determine whether knowledge management artifacts, self-service or help desk tools, or published web site information could have solved this incident and provide key details for such improvements to appropriate Service Desk Analysts.
• Assess and address all delivery risks.
• Contribute and deliver to the improvement of the risk profile by delivering improved governance, risk management, controls and compliance requirements.
• Devise and implement an effective plan to deliver a satisfactory risk and audit profile for Operations & IT and achieve audit and assurance targets
• Responsible for driving own Performance Development, collating relevant documentation, preparing for, and arranging reviews.
• Participate in Change Control meetings to assess changes from an availability perspective.
• Identify training and development requirements, formulating own plan to be agreed with team leaderResponsible for ensuring own plan is completed within agreed timescales.
• Undertake all necessary training in order to perform the role to the required standards, including gaining accreditation where appropriate
• Understand and apply existing best practice frameworks to assist in the implementation of identified subject matter processes and standards.
• Provide specialist advice and support in area of accountability to ensure that identified solutions and recommendations are appropriate and effective.

Required Skills/Experience:

• Bachelor's Degree in IT or equivalent experience is required.
• ITIL V3+ certification required/a must.
• 10+ years of experience in the Banking/Financial Industry.
• Strong understanding of banking products and operations.
• 8+ years of experience in a technology service/support center environment or equivalent work experience.
• Must have hands on practical and min 5+ years’ experience utilizing Service NOW in a tech support function.
• Min 5+ years acting in a lead/supervisor/management capacity.
• Must have extensive experience in service KPIs and metrics.
• Strong negotiation and influencing skills.
• Experience in application system administration skills and certifications in various environments (e.glinux, Window PowerShell) and applications (e.gOracle, WebLogic, WebSphere, Java , ANSI SQL, .Net, JS etc.)
• Expert in the use of Microsoft Office Excel with demonstrated focus on basic data analysis and reporting.
• Excellent written and verbal communication skills.
• Solid experience in problem analysis and resolution of software problems, proven ability to function in a self –directed environment.
• Outstanding client relationship management skills.

Job Purpose:

As a Payments Support Lead you are responsible for supporting with matters relating to both technical and nontechnical customer support via Service Now, phone, email, and chat within a technology call center environment. You must ensure that service levels are achieved in line with SLA’s, contracts and that customers’ expectations are met or exceeded.
This role also includes responsibility for overseeing the day-to-day operations of the Payments back-end and front-end support teams to ensure service level targets are met and that team processes are documented and accurate. This position has direct management responsibilities.
Must be adaptable to performing under frequent stressful conditions when confronted with an emergency and may be required to work overtime, shift work, variable work schedules, and be on-call 24-hours a day. 

Qualifications

 Job Responsibilities/ Accountabilities:

• Monitoring of daily, weekly, and monthly performance objectives, SLA monitoring and reporting.
• Manages the activities and personnel associated with providing technical support to internal and external customers.
• Communicate effectively on incidents that cause service disruptions. Promote incident prevention and repeat incident prevention through proactive service reviews, relevant business insights and capability building routines and processes.
• Monitor service trends and ensure that effective measures are taken to improve service levels Conduct ongoing service reviews against defined standards and parameters with relevant stakeholders including suppliers.
• Collaborate with technical teams to effectively document and store service maps and associated service parameters including all architecture and infrastructure models, service standards and parameters, capacity and capability requirements etc.
• Maintain good relationships with other support leads, channels and product managers.
• In addition, handling queries, complaints and suggestions promptly, professionally and in accordance with current Technology practices and procedures.
• Own problem management of critical customer incidents, including communications, all related problem management activities and any appropriate escalations.
• Drive service resilience objectives across the business area and show significant improvements in resilience through effective capability and awareness building within and across technology product and service teams
• Ensure timely resolution or escalation, communicate promptly on progress, and ensure customers are handled with a professional attitude.
• Analyse performance of Production Support activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
• Perform quality assurance functions. Duties include defining support staff & service desk staff requirements, ticket review and measured feedback (support function KPI’s).
• Participate in leader on-call role.
• Assists with support staff on-boarding.
• Facilitates and participates in employee team meetings.
• Build relationship with country Technology Risk and Compliance team and provide support wherever required.
• Ensure that processes and controls are executed in daily work and understand the reasons for the controls and the consequences for failing to adhere to prescribed processes.
• Test a sample of activities on a weekly basis by reviewing documentation and checking work completed by team members to see if control requirements are being adhered to. Coach the team members on areas for improvement and highlight major failures to the manager of the area
• Provide evidence/supporting documents to auditors or management assurance consultants during formal reviews
• For identified losses, support in gathering of logs or information that will aid in the logging of the risk and loss events.
• Make team members aware of all changes to policies, processes and procedures that are being planned for the area and ensure that they are able to incorporate the changes on the effective date. Ensure that team members read circulars that are relevant to the area and answer questions they may have.
• Contribute and deliver to the improvement of the risk profile by delivering improved governance, risk management, controls and compliance requirements.
• Devise and implement an effective plan to deliver a satisfactory risk and audit profile for Operations & IT and achieve audit and assurance targets
• Develop a high performing team by embedding formal performance development and informal coaching. Encourage frequent knowledge sharing between team members.
• . Determine and analyse development needs for the team and ensure that identified training requirements are budgeted for and executed.
• Establish and maintain a succession plan for the team.
• Approve leave requests for team members and create leave plan to ensure adequate coverage.
• Work collaboratively with operational readiness and technology teams to define / predict potential change and release impact across the business

Required Skills/Experience:

• Bachelor's Degree in IT or equivalent experience is required.
• ITIL V3+ certification required/a must.
• 10+ years of experience in the Banking/Financial Industry.
• Strong understanding of banking products and operations.
• 8+ years of experience in a technology service/support center environment or equivalent work experience.
• Must have hands on practical and min 5+ years’ experience utilizing Service NOW in a tech support function.
• Min 5+ years acting in a lead/supervisor/management capacity.
• Must have extensive experience in service KPIs and metrics.
• Strong negotiation and influencing skills.
• Experience in application system administration skills and certifications for example: linux, oracle, ITIL, WebLogic, WebSphere, Java, sql, Window PowerShell, C++ and other related certifications.
• Expert in the use of Microsoft Office Excel with demonstrated focus on basic data analysis and reporting.
• Solid experience in problem analysis and resolution of software problems, proven ability to function in a self–directed environment.
• Outstanding client relationship management skills.
• Must be detail oriented and able to document technical issues effectively, and accurately. Experience working in a matrix environment with cross border accountabilities.
• Ability to work independently with minimal supervision.
• Excellent written and verbal communication skills.

Job Purpose:

As the Service Desk Analyst, you are responsible for providing both technical and nontechnical customer support via Service Now, phone, email, and chat within a technology call center environment. You must ensure that service levels are achieved in line with SLA’s, contracts and that customers’ expectations are met or exceeded. You must be adaptable to performing under high pressure conditions when confronted with an emergency and may be required to work overtime, shift work, variable work schedules, and be on-call 24-hours a day.

 Qualifications
 
Job Responsibilities/ Accountabilities:

• Serve as the point of contact for Payments team on all support related issues.
• Serve as the linkage with the Group IT Service Desk.
• Document customer requests in Service Now and record action taken and follow up on deferred actions
• Monitor incident management queue (ServiceNow) for all incidents. For each incident, perform initial troubleshooting steps taken to date; determine appropriate escalation path and assign incident to appropriate team for resolution; validate expected incident response and resolution times.
• Ensure timely resolution or escalation, communicate promptly on progress, and ensure customers are handled with a professional attitude.
• For all escalated tickets, determine whether knowledge management artifacts, self-service or help desk tools, or published web site information could solve this incident in the future; provide key details for such improvements to appropriate work teams as needed.
• Ensure the successful ongoing operation of the Service Desk and Incident Management processes.
• Develop service trends and ensure that effective measures are taken to improve service levels
• Maintain good relationships with client businesses by ensuring that their business requirements and plans are understood.
• Monitoring of daily, weekly, and monthly performance objectives, SLA monitoring and reporting.
• In addition, handling queries, complaints and suggestions promptly, professionally and in accordance with current Technology practices and procedures
• Contribute and deliver to the improvement of the risk profile by delivering improved governance, risk management, controls and compliance requirements.
• Devise and implement an effective plan to deliver a satisfactory risk and audit profile for Operations and IT and achieve audit and assurance targets
• Responsible for driving own Performance Development, collating relevant documentation, preparing for and arranging reviews.
• Identify training and development requirements, formulating own plan to be agreed with team leader. Responsible for ensuring own plan is completed within agreed timescales.
• Undertake all necessary training in order to perform the role to the required standards, including gaining accreditation where appropriate

Required Skills/Experience

• Bachelor's Degree in IT or equivalent experience is required.
• ITIL V3+ certification required/a must.
• 10+ years of experience in the Banking/Financial Industry.
• Strong understanding of banking products and operations.
• 8+ years of experience in a technology service/support center environment or equivalent work experience.
• Must have hands on practical and min 5+ years’ experience utilizing Service NOW in a tech support function.
• Must have extensive experience in service desk KPIs and metrics.
• Expert in the use of Microsoft Office Excel with demonstrated focus on basic data analysis and reporting.
• Strong negotiation and influencing skills.
• Demonstrable ability to take a proactive, customer service approach when dealing with all levels of customers. This includes the ability to serve executives and irate customers and diffuse volatile situations. Superior customer service skills.
• Must be detail oriented and able to document technical issues effectively, and accurately.
• Ability to work independently with minimal supervision.
• Excellent written and verbal communication skills.
• Outstanding client relationship management skills.