Production support

Note: It is for Prod support for L2, L3 on Windows OS.

Incident Management:

Monitor and resolve issues in payment applications (e.g., payment gateways, POS systems, card processing platforms) to ensure minimal downtime and adherence to SLAs.


Technical Support:

Provide L2/L3 support for payment systems, addressing issues related to transaction failures, connectivity, and integrations with card networks (e.g., Visa, Client, Client), acquirers, and issuers.


Payment Card Cycle Support:

Troubleshoot and support end-to-end payment card transaction processes, including authorization, clearing, settlement, and reconciliation for credit and debit cards.


Disputes & Chargeback:

Investigate and resolve disputes, manage chargeback processes, and ensure compliance with card network rules (e.g., Visa's TCR, Client's dispute resolution).


Fraud Management:

Monitor and analyze transaction patterns using fraud detection tools, support fraud prevention measures like tokenization, 3D Secure, and risk scoring systems.


System Maintenance:

Perform updates, patches, and configurations for payment applications, ensuring security, PCI DSS compliance, and optimal performance.


Troubleshooting:

Analyze logs, debug code, and perform root cause analysis for issues in payment workflows, including ISO 8583 message processing, EMV transactions, and fraud alerts.


Collaboration:

Partner with development, QA, infrastructure, and fraud teams to resolve issues, deploy fixes, and implement system enhancements.


Customer Support:

Communicate with internal teams and external clients (e.g., merchants, banks) to resolve payment, dispute, or fraud-related queries promptly.


Monitoring & Reporting:

Use tools like Splunk or Dynatrace to monitor transaction success rates, system performance, and fraud trends; generate reports for stakeholders.


Documentation:

Maintain detailed records of incidents, resolutions, dispute cases, and system configurations for compliance and knowledge sharing.


Process Improvement:

Identify opportunities to streamline payment processes, reduce chargeback rates, and enhance fraud detection through automation or system optimizations.


Compliance & Security:

Ensure adherence to payment industry standards (e.g., PCI DSS, EMV, PSD2, GDPR) and implement security practices to protect cardholder data.

Required Skills /Qualifications:


- 6-8+ years in application support, with 5+ years in the payment industry, specifically in credit/debit card processing, disputes, and fraud management.


- Proficiency in troubleshooting applications built on Java, .NET, or Python.


- Strong SQL/Oracle skills for querying transaction and dispute data.


- Expertise in APIs, web services (REST/SOAP), and middleware (e.g., Kafka, RabbitMQ).


- In-depth knowledge of payment protocols (e.g., ISO 8583, SWIFT) and EMV standards.


- Comprehensive understanding of payment card lifecycle: authorization, clearing, settlement, and reconciliation.

- Expertise in credit/debit card processing, including acquirer/issuer workflows and card network operations.

- Experience with dispute resolution, chargeback processes, and card network regulations.

- Familiarity with regulatory standards (e.g., PCI DSS, PSD2, GDPR).

- Strong analytical, communication, and collaboration skills; ability to handle high-pressure scenarios.

- Proficiency with ITSM tools (e.g., ServiceNow, Jira), monitoring platforms, and fraud analytics tools.

- Experience with cloud platforms (e.g., AWS, Azure, GCP) and containerization (e.g., Docker, Kubernetes).

- Knowledge of fintech innovations, mobile payments, or blockchain-based payment systems.


- Scripting skills (e.g., Bash, PowerShell) for automation of dispute or fraud workflows. "