Production Monitoring & Application Support/2-8Yrs Exp/RotationalShift/Fintech & BFSI/ Mumbai

ABOUT THE ROLE

• The Monitoring Support Desk Lead is responsible for managing prompt resolution to client requests in a highly secured environment. The ideal candidate is a motivated self-starter who can be a good people manager and work in a fast paced, ambiguous environment with limited supervision and also guide and support the team members .
• He or she must be a fast learner, who can quickly absorb the varied payment offerings as well as the behavior of internal systems.
• The Monitoring Support Desk (MSD) team lead is expected to be a capable people manager and a strong individual contributor who works closely with Engineering, Business and Product to ensure high levels of client satisfaction.
• Client relationship building is key success criteria for this role. The MSD will provide support via phone, email, and future new services as needed. We are looking for strong, passionate, and self-motivated individuals that have the desire and capability to think on their feet. Willing to work in rotational shifts. The MSD will act as the support point of contact regarding technical issues/ queries, and will work closely with the primary technology teams to facilitate feedback.

ROLE AND RESPONSIBILITIES

· Prioritize issues and troubleshoot them along with the Team members within the TAT, while coordinating

closely with Engineering, Business and Product teams.

· You will be required to answer emails/ calls/ stay available for answering calls for the entire duration of the given shift.

· Document all customer interactions and resolutions in the existing case management systems.

· Use available support tools to diagnose and resolve product and technical issues and also guide and

support the team members to resolve the same

· Use monitoring matrix for incident tracking and closure.

QUALIFICATIONS AND EDUCATION REQUIREMENTS

1. Graduate degree.
2. Diploma/ knowledge of Computer Science will be an added advantage.

REEQUIRED SKILLS

• Demonstrated decent written and verbal communication skills, including the ability to effectively communicate complex issues to both technical and nontechnical users.
• Strong customer orientation and possess an excellent work ethic.
• Outstanding troubleshooting and analytical skills.
• Excellent initiative, interpersonal, and problem-solving skills with a strong desire to learn and also lead small teams
• Motivated to learn new products and technologies quickly.
• 2 to 8 years of experience in a monitoring support role and able to guide the team too
• Flexible with the aptitude to manage multiple tasks in a fast-paced, dynamic environment.
• Ability to understand technology/business content and manage high transaction data with 99.99% uptime environment.
• Payments industry experience is desirable and an added advantage.

Location:

Andheri (W), Mumbai