Support Expert II
Support Expert II
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Job Description
Expert Support II
JOB MISSION
As part of the support for HPS solutions installed at clients the Expert Support II ensures the treatment of level 3 incidents escalated by support engineers documents the root causes and solutions in a knowledge management database conducts audits following major incidents and organizes periodic feedback and recommendations to the Software Factory on improvements and fixes to be made to the product.
JOB OBJECTIVES
MA001: Ensure the treatment of level 3 incidents escalated by regional support engineers.
o A0011: Analyze level 3 escalations and recommend actions to be taken.
o A0012: Implement the necessary fixes/developments to resolve these incidents.
o A0013: Conduct unit tests and document the modifications made.
o A0014: Generalize solutions and fixes across all clients.
o A0015: Document the analysis and solutions of major incidents.
o A0016: Conduct onsite client interventions for major incidents.
MA002: Implement a proactive approach to ensure the resolution of common and recurring incidents.
o A0021: Evaluate service requests and provide recommendations to reduce ticket creation.
o A0022: Document scripts for recurring incidents.
MA003: Participate in the development and upgrade cycle of the PowerCard suite.
o A0031: Provide field expertise to product teams during the development and testing cycle.
o A0032: Ensure rapid handling of incidents on new products and features.
o A0033: Provide expertise and train support teams.
o A0034: Organize periodic workshops with product directors and provide recommendations to reduce incidents.
MA004: Design and maintain a knowledge management database for support.
o A0041: Lead the design and organization of a support knowledge management database.
o A0042: Document scripts for resolving major and recurring incidents.
o A0043: Train teams on using the database.
REQUIRED SKILLS
Explanation of skill levels:
1– Basic Knowledge
2 – Intermediate
3 – Proficient
4 Expert
Primary
Secondary
Domain Understanding
Nice to have
PLSQL
(the above skills should be 3/4 or 4/4
C Programming
UNIX
Testing techniques
Backoffice and online network certification (Visa Mastercard Diners CUP etc.
Skills should be 2/4 or 3/4
Acquiring
Issuing
Switch
(Either one of the above skills should be 3/4 or 4/4
PowerCard Products
Skills should be 1/4 or 2/4
Behavioral Skills: Interpersonal Skills Team Player Initiative Flexibility good verbal communication and written.
JOB PROFILE
Education Level: Master’s degree (Bac5 or equivalent
Experience: Over 8 years in support and PowerCard development or at least 12 years with a Bachelor's degree (Bac3.
Skills
Proactive, Unit Tests, Unit Test, Interpersonal Skill, Scala, Plsql, Unix, Development And Testing, Sql, Interpersonal Skills, Knowledge Management
Employment Type
Full Time
