Technical Monitoring - Executive / Lead

Company Description

Our Client was founded by 3 IIMers in the year 2000. Client is an electronic presentment technology and payment services company. The Company is focused on leveraging technology to enable banks,businesses and other institutions to present invoices, statements and bills to
consumers or businesses and receive payments against them.

Their Product powers electronic payments and collections services for the largest banks and companies in India and also manages the bill payment service of Visa in India. It operates as a neutral service bureau aggregating multiple banks, billing companies and other corporations onto a common standards-based platform for delivering electronic payments and collection services across multiple electronic channels.

Their Product manages these services across a range of access channels viz. Internet Banking, ATM Banking, Tele Banking, Mobile Banking etc. The Payment Gateway services of our Client enable customers to pay online using either their electronic banking accounts or credit cards.

Job Description

Work Location: Andheri (W); Near Azad Nagar Metro Station.

The Monitoring Support Desk (MSD) team lead is expected to be a capable people manager and a strong individual contributor who works closely with Engineering, Business and Product to ensure high levels of client satisfaction. Client relationship building is key success criteria for this role. The MSD will provide support via phone, email, and future new services as needed. We are looking for strong, passionate, and self-motivated individuals that have the desire and capability to think on their feet. Willing to work in rotational shifts. The MSD will act as the support point of contact regarding technical issues/ queries, and will work closely with the primary technology teams to facilitate feedback.

Role and Responsibilities
Prioritize issues and troubleshoot them along with the Team members within the TAT, while coordinating closely with Engineering, Business and Product teams.
You will be required to answer emails/ calls/ stay available for answering calls for the entire duration of the given shift.
Document all customer interactions and resolutions in the existing case management systems.
Use available support tools to diagnose and resolve product and technical issues and also guide and support the team members to resolve the same
Use monitoring matrix for incident tracking and closure

Qualifications and Education Requirements
Graduate degree.
Diploma/ knowledge of Computer Science will be an added advantage

REQUIRED Skills
Demonstrated decent written and verbal communication skills, including the ability to effectively communicate complex issues to both technical and nontechnical users.
Strong customer orientation and possess an excellent work ethic.
Outstanding troubleshooting and analytical skills.
Excellent initiative, interpersonal, and problem-solving skills with a strong desire to learn and also lead small teams
Motivated to learn new products and technologies quickly.
5 to 7 years of experience in a monitoring support role and able to guide the team too
Flexible with the aptitude to manage multiple tasks in a fast-paced, dynamic environment.
Ability to understand technology/business content and manage high transaction data with 99.99% uptime environment. Payments industry experience is desirable and an added advantage.

NOTE: This position is for a 24/7 support role and is expected to work in Rotational shifts including night shift which will be according to the Roster (Monthly basis).