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.
Responsibilities- 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.
- Perform problem recognition, research, isolation, resolution and follow up steps for Tier 1,2,3 issues
- 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
- Monitor systems/system alerts and proactively identify trends. Make recommendations to management and/or business leaders to resolve issues. Recommend systems modifications.
- Highly technical troubleshooting skills- payment transactions, technical investigations.
- Knowledge on Payment interfaces is an advantage.
- Patience, attending calls to troubleshoot with merchants/Developers all over the world.
- Configuring production setups
- Experience in handling production issues
- Unlocking / Locking the merchant accounts based on requests
- Maintaining excel sheet with Issues on a daily basis based on Priority
- Acquire and maintain domain knowledge of relevant products (software and hardware) and support policies in order to provide accurate solutions to customers.
- Deploy code utilizing system tools. Monitor implementation, identify and resolve potential issues, partner with development to resolve.
- Contribute to the development and maintenance of a problem resolution knowledgebase. Document issues, changes and instructions, using discoveries for process improvement and policy change.
- 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.
- 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:
- Managing the team and help the team in resolving critical integration issues where the team needs handholding
- Key account management experience
- Working in a customer facing environment
- 4+ years of experience in e-commerce integration , hands-on experience on POSTMAN
- Experience in integrating plugins (Magento, Woocommerce, OpenCart, Prestashop, etc)
- Development background with knowledge of the program languages (Ex: PHP, Java, .NET)
- Mobile (Android and iOS) development and troubleshooting experience
- Usage of AGILE, Salesforce, JIRA, REMEDY, Access, MS Excel, V+, Quality Center, Base 24
- Ability to troubleshoot and take the lead on technical issues and find root cause
- Strong communication, analytical skills and strong organization skills
- Able to lead the investigations internally and take ownership of the issue until closure
- Team player and able to empathize with the client
- Customer focused and should be able to work under pressure
- Work with partners, consulting, support, and education on new opportunities within our customers and prospects
- Work closely with Sales, Product, Marketing, and Technology teams to provide a comprehensive solution to the client
- Understand, translate and map clients functional or business requirements to the product offerings and help customer evaluate the benefit
- Submit and ensure data is accurate on weekly progress reports
Skills Required
- Managing a team and providing hands-on support for critical integration issues
- Key account management experience
- Customer-facing experience
- 4+ years experience in e-commerce integration and hands-on experience with POSTMAN
- Experience integrating plugins (Magento, WooCommerce, OpenCart, PrestaShop)
- Development background with knowledge of PHP, Java, .NET
- Mobile (Android and iOS) development and troubleshooting experience
- Familiarity/usage of AGILE, Salesforce, JIRA, REMEDY, Microsoft Access, MS Excel, V+, Quality Center, Base24
- Ability to troubleshoot technical issues, find root cause, and lead investigations to closure
- Strong communication, analytical, and organizational skills; ability to work under pressure
- Experience with payment gateway concepts, online payment flows, setups, and transaction-level troubleshooting
- Knowledge on payment interfaces
Network International Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Network International and has not been reviewed or approved by Network International.
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Strong & Reliable Incentives — Pay is considered decent in some roles and is often paired with bonuses. Phrases like 'salary plus bonuses' indicate variable pay is a meaningful component for certain positions.
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Healthcare Strength — Medical coverage extends to employees, spouses, and up to three children, alongside life insurance. This breadth signals a robust healthcare baseline for the region.
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Retirement Support — Retirement and termination benefits align with UAE/GCC norms, including pension contributions for nationals and end‑of‑service gratuity for expatriates. Such provisions indicate structured, region‑appropriate retirement support.
Network International Insights
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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