Consultant-Delivery ( Lead L2/L3 Support)

Lead Support level 2/3

ThisisWorldline

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.

Job Details:
Location : Pune

Experience : 7 to 10 Years

Project context

By implementing European directive Tobacco Products Directive (TPD) Worldline is a major actor of tobacco products controls at a European level.

Legal constraints engage our teams in specific way of work to ensure us of good implementation of associated technical challenge : geographical data / applicative cluster with high availability process no data loss billions of messages checked and introduced in the system (at least 1 database record per cigarette pack produced by one of our six customers up to 11 billion from the beginning of the project in 2019) twenty-four hours a day / seven days a week 99.95% of messages well introduced in the system in less of 1 minute tens of tobacco factories connected across all of Europe countries Legal European constraints (functional and technical) are key words for each team member.

Technical means are up to the challenge : 600 servers dual datacenter management with monthly switch with no customer impact up to 500Tb data storage dedicated infrastructure with physical means everything is done to give us best technical platform and associated software to achieve our objective.

Expected missions

By integrating L2 support team main missions will be to manage Services Catalog requests within the terms specified in the contract of our major customer.

Associated to specific expectations (labels attachments description ) our customer is able to create JIRA request ticket and waiting for precise answer withing predefined time (4 hours to several days according with Services Catalog requests)

Some cases (called Fast Track) will require specific support to give an answer in 4 hours 24 hours a day / 7 days a week.

Specific tools / monitoring are implemented to help you to achieve these goals. All request is documented with specific process. If needed with dedicated team new tool would be able to be created for new kind of request integration in Services Catalog. Catalog is not closed new requests can be added if necessary.

Expected profile

License degree conscientious naturally communicative fluent English are key words in your profile.

Keen interest for RUN processes and continuous improvement your main objective will be customer satisfaction.

JAVA Linux SQL/CQL standards (MySQL / Cassandra) are mandatories. Knowledge of Worldline standards (JIRA ITIL Service Now) is an added advantage.

In charge of the maintaining operational excellence by :

Ensure that all tickets in the backlogs are taken into account by the support team with the respect of the SLAs and priorities.

Ability to solve L2 and L3 support issues

Ensure that the team is fully occupied and there is no blocking points.

Ensure that activities planning for the support team is up to date and planned for the next 3 months with respect of the constraints ( 50% of the team is mandatory each day bank holidays ...).

He should have a close relationship with the SDM team being the principal point of contact between support team and SDM team.

He should transfer the information from Support team to the SDM team and vice versa.

He refers to the Operation management and should alerts in any cases of potential or future non-compliance of the operational excellence.

Proficiency in creating and managing Jira dashboards Essential

Strong skills inAdvanced Excel - Essential

Handlingcustomer invoicingprocesses

Assisting with variousproject management activities

Why Join Us

At Worldline we believe that embracing diversity and promoting inclusion drive innovation and success. We foster a workplace where everyone feels valued and empowered to bring their authentic selves. Through extensive training mentorship and development programs we support your growth and help you make a meaningful impact.

Join a global team of passionate professionals shaping the future of payments technologywhere your ideas experiences and perspectives are appreciated and celebrated.

We are an Equal Opportunity Employer.
We do not discriminate based on race ethnicity religion color national origin sex (including pregnancy and childbirth) sexual orientation gender identity or expression age disability or any other legally protected characteristics. We are committed to creating a diverse and inclusive environment for all employees.

Learn more about life at Worldline at

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