Application Team Lead - Markets

Support Team Lead for Asia Pacific customers

About HPS

HPS is a multinational company and a leading provider of payment solutions dedicated to financial institutions. Thanks to its global platform used by more than 350 issuers acquirers and national switches we process all types of cards (credit debit prepaid loyalty company fuel ... via all types of channels (ATM Internet and mobile POS). We are present in more than 85 countries on 5 continents and count among our clients some of the 100 largest financial institutions around the world. HPS is a socially responsible company committed to employment equity for women visible minorities and persons with disabilities. Don't wait any longer and join us now!

PowerCARD is used by more than 450 institutions in over 90 countries. HPS has been listed on the Casablanca Stock Exchange since 2006 and has offices in the main business centres of the world (Africa Europe Asia and the Middle East).

Job Description – Support Team Lead

Experience: 812 years (Preferably in the Payment domain)

Education: Bachelor’s degree in computer science or equivalent

Job Summary

The Support Team Lead plays a key role in providing advanced technical support incident resolution and system maintenance. They assist the 24/7 Oncall support team in troubleshooting production issues ensuring compliance with SLAs and implementing improvements to enhance system performance. The role requires strong analytical skills handson experience in incident management and strong knowledge in development languages such as PL/SQL C and Oracle Database.

Roles & Responsibilities

1. Team Leadership & Management

Lead and mentor the L1 support teams ensuring high performance and productivity.

Assign tasks monitor workloads and ensure efficient resource allocation.

Conduct regular team meetings provide feedback and facilitate skill development.

Serve as the primary escalation point for critical issues.

2. Incident & Problem Management

Oversee the incident resolution process ensuring timely and effective support.

Ensure all issues are logged tracked and resolved within SLAs.

Identify recurring incidents and work with relevant teams to implement permanent solutions.

Coordinate with L2 and project teams for complex issue resolution.

3. SLA Compliance & Performance Monitoring

Ensure adherence to service level agreements SLAs and key performance indicators KPIs.

Generate reports on incident trends resolution times and team performance.

Contribute to improving team indicators to enhance the quality and reputation of the company.

Drive initiatives to enhance support efficiency and customer satisfaction.

4. Collaboration & Stakeholder Communication

Act as the primary contact between the support team business units and IT leadership.

Provide regular updates on system performance issue resolution and improvement plans.

Work closely with development infrastructure and operations teams to align support processes.

5. Continuous Improvement & Documentation

Identify opportunities to improve support processes tools and automation.

Maintain and enhance knowledge base documentation for common issues and resolutions.

Train new L1 team members on new technologies tools and best practices.

6. OnCall & Crisis Management

Participate in 24/7 shift model to manage critical issues during shift hours.

Handle interventions during incidents occurring during shift hours.

Ensure rapid response and resolution for highimpact incidents.

Develop contingency plans for system failures and major incidents.

Key Requirements

1– Basic Knowledge

2 – Intermediate

3 – Proficient

4 Expert

Primary

Secondary

Domain Knowledge

Nice to have

PLSQL

(Either one of the above skills should be 3/4 or 4/4

C programming

Oracle Database

Skills should be 2/4 or 3/4

Acquiring

Issuing

Switch

ITIL certification (incident problem and change management)

(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: Focus team innovation & performance enhancement Problem solving & Analytical skill Interpersonal Skills Initiative stakeholder management good verbal communication and written.

Preferred Qualifications:

8 years of IT support experience with at least 2 years in a leadership role.

ITIL Foundation Certification (Preferred).

Experience in payment processing banking or financial services is a plus.