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
ResponsibilitiesDriving 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
- Test\implement 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
- 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.
- Database Management: Strong knowledge of SQL Server, Oracle.
- Technical Knowledge: Understanding of software development life cycles, web services (JSON, XML, HTTP), and middleware.
- 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.
- JIRA Service Management.
- Microsoft Office Suite (Excel, PowerPoint, Project).
Top Skills
What We Do
Over the past 30 years, we have built a business based on long-standing and trusted relationships with many of the leading merchants, financial institutions and payment networks operating in the Middle East and Africa. Such relationships are based on our comprehensive capabilities, scale, local presence in the multiple markets in which we operate, alongside our trusted reputation. This gives us significant scale and leadership in the region, where we operate in more than 50 countries, serve over 130,000 merchants and 250 financial institutions and fintech customers, whilst managing more than 16 million customer credentials. We have a diversified business model and operate across the entire consumer payments value chain. We do this with a growth-focused strategy through two business lines: • That enables our merchant customers to ‘take payments’, by providing them with various payment acceptance methods, both online and offline. • Which supports our financial institution, fintech and other payment issuing institution customers in enabling consumers ‘make payments’, by managing and processing their consumer payment credentials and transactions.
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