Art Technology and Software.
Kochi –682 030.
Operations Analyst with 3+ Years in Cards & Monitoring, App Support, ITIL
The role of an operations analyst will be (but not limited to) the below points:
- The role will primarily be centered around 24/7 application monitoring and first-line client support.
- Candidate must possess strong analytical skills and will be part of the team who will monitor technology system processing round the clock (24/7) on shift basis.
- Capture critical information, and trends with monitoring, Escalate and work in line with technology teams and prepare timely status reports accordingly
- Work diligently on proactive and reactive tasks and routines to ensure smooth running of the tech operations, Adhere to formal escalation procedures and hierarchy.
- Act as the first interaction to various clients around the globe and within the business, should they have any questions with the technology platform and communicate changes and resolve issues appropriately to bring timely resolution.
- You’ll seek to exceed service-level agreements in your Level 1 analysis and investigation of Client service requests.
- Will be responsible for maintaining and creating documentation, always ensuring clear and accurate information and escalating where required.
- You’ll answer questions relating to MasterCard/ Visa processing, platform functionality, chargebacks, API behaviour and Client support tools.
Essentials we're looking for:
- Familiarity with basic ITIL
- Passionate to technology, with strong ability to learn and understand new concepts in digital payments.
- A very strong Team player.
- Comfortable working on rotational shifts (different time-zones) to support various clients globally
- Articulate and Possess excellent written and verbal communication skills to ensure incident communications are clear to escalation channels and business partners.
- Ability to balance multiple concurrent activities when an incident occurs, to drive performance and ensure communication, escalation, triage and reporting are all done within minutes of key incident occurring.
- Have a fair understanding of Banking industry specifically with card and Payments.
- Experience working in Application Support/ Monitoring.
Not essential but great added value if the candidate holds:
- Certified ITIL practitioner
- Familiarity with JIRA/ Confluence
- Experience working in Global organisations in a LIVE environment or Operations command centre
- Basic understanding of Networks, APIs and Mastercard VISA scheme specifications.