Technical Support exécutive

[Mumbai]

This is Worldline

We are the innovators at the heart of the payments technology industry, shaping how the world pays and gets paid. The solutions our people build today power the growth of millions of businesses tomorrow. From your local coffee shop to unicorns and international banks. From San Francisco to Auckland. We are in every corner of the world, in every part of commerce.  And just as we help our customers accelerate their business, we are committed to helping our people accelerate their careers. Together, we shape the evolution.

The Opportunity

The  excellent opportunity to gain good developer skiils set and to provide monitoring 24/7 services.

Day-to-Day Responsibilities

Responsibility of Nayara

1. Providing ticketing tool for logging and tracking the tickets, all issues to be reported strictly using this tool.
2. All L1 tickets to be strictly logged in through Ticketing tool by Nayara.
3. Produce Daily, Weekly, Monthly matrix for reported and open tickets.
4. Provide Application Monitoring tool and necessary configuration.
5. Provide necessary production system access to perform troubleshooting, verify logs and database.
6. Provide closure of issue post resolution of issue on Ticket Tracking Tool.
7. Provide proper classification (Strictly based on impact) of issue Critical, High, Medium, Low
8. Provide SPOC’s from different Nayara vendors to support closure of issues related to Nayara vendors and assist L1 support team to co-ordinate with them.
9. Take responsibility to communicate with end customer.

Who Are We Looking For

We look for big thinkers. People who can drive positive change, step up and show what’s next – people with passion, can-do attitude and a hunger to learn and grow. In practice this means:

JD for support Team

• Should be part of 24/7 365 days Level 1 application support team.
• Should able to work in shift schedule.
• Applies basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures. L1 analysis.
• Strong experience on troubleshooting.
• Should able to check and respond to application related problems reported by field team and should able to classify then as follows for resolution as follows –
  • Network Issue
  • Integration issue related to NE Partner
  • DB related issues
  • Application issues
• Should able to verify application logs and database queries and should able to provide supporting for the classified issue.
• Proficient database skills and hands-on SQL experience, Oracle DB query. (one out of three resources).
• Respond promptly to user Tickets on ticketing tools.
• Responsible for end to end Ownership of End User Issues till resolution and follow up with L2/L3 team as required.
• Work in issue logging and track status of reported issues
• Closely monitoring of production environment through monitoring tool, customized reports, alerts & queries
• Should able to extract ad-hoc reports (Simple data extract) as required
• Should have 2 years of experience of working in Technical support for applications

• Qualification – Graduate in IT & Computer science, BE
• Proficient database skills and hands-on SQL experience, Oracle DB query
• Should have 2 years of experience of working in Technical support for applications
• Hands on experience in JIRA , Oracle SQL , Linux .

Perks & Benefits

At Worldline you’ll get the chance to be at the heart of the global payments technology industry and shape how the world pays and gets paid. On top of that, you will also:

• Be part of a company guided by a strong purpose to do good and recognized as top 1% of the most sustainable companies in all sectors worldwide.
• Work with inspiring colleagues and be empowered to learn, grow and accelerate your career.
• Work from home option (T&C
• Free private medical services
• Referral bonuses for new hires recommended by you
• Full access to the “Learning” platform

Shape the evolution

We are on an exciting journey towards the next frontiers of payments technology, and we look for big thinkers, people with passion, can-do attitude and a hunger to learn and grow. Here you’ll work with ambitious colleagues from around the world, take on unique challenges as a team, and make a real impact on the society. With an empowering culture, strong technology and extensive training opportunities, we help you accelerate your career - wherever you decide to go. Join our global team of 18,000 innovators and shape a tomorrow that is yours to own.

Learn more about life at Worldline at careers.worldline.com

We are proud to be an Equal Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as an individual with a disability, or any applicable legally protected characteristics.