Apply here: [email protected]
Mission
· As a member of the PowerCARD maintenance team, provide proactive, prompt, effective and efficient support to ensure resolution of reported complex incidents, within specified SLAs.
The role of the regional Head of Support:
After projects are handed over to the production phase, the regional head of support manages the performance of the regional support team to guarantee compliance with contractual SLAs relating to the support of the PowerCARD solution. He ensures that the support staff follow defined processes and procedures to always provide outstanding customer service, and he maintains a close relationship with its customers portfolio. He will be responsible for customer satisfaction after the implementation has been successfully concluded.
Key Responsibilities:
Oversee all requests, incidents, and problems. Act as hierarchical point of escalation. Coordinate responses to critical issues raised, both internally and towards the customer.
Customer Ticket Handling - Addition or modification of configuration:
· Analyze and filter customer tickets raised through the Jira tool.
· Dispatch tickets to team members based on urgency, complexity, and customer account, and monitor their processing.
Customer Ticket Handling - Bug Corrections:
· Analyze root causes of reported problems, detect bugs, develop fixes, and send patches in the form of MTP (Move to Production) to the affected customers.
· Proactively send patches to other clients using the same version to prevent issues.
· Inform the Software Factory regarding the integration of these fixes into future deliveries.
Customer Account Management:
· Arrange on-site visits, conduct meetings (weekly, monthly, and yearly) with clients to assess the actual situation and listen to their feedback.
· Provide feedback to management regarding the monitoring and SLAs of customer accounts.
Crisis Management:
· Participate in management of crises (system down/fraud) by promptly contacting the client, diagnosing the problem, detecting real-time root causes, resolving the bug.
· Document and report the case to management.
Management and Reporting:
· Recruit and develop team members.
· Analyze & monitor the performance of the team, consolidate reports, analyze indicators.
· Make necessary process improvements to ensure compliance with SLAs.
· Define and manage ex-house support partners and resources.
· Provide comprehensive ad-hoc and monthly reports on Product Support tickets and bugs raised to the in-house development teams.
· Monitor and manage incoming ticket volumes. Identifying trends and delivering on strategies to reduce overall ticket volumes.
Profile / Skills
· Bachelor in computer science.
· Understanding PowerCARD product would be beneficial.
· Knowledge of the field of payment (protocols, actors, etc.)
· Proficiency in Incident & Problem Management, Change Review and Deployments.
· Strong analytical and problem-solving skills
· Proficiency in programming language, framework (C/C++, PL/SQL, JAVA, Unix SHELL …)
· ITIL service management experience and ITIL certification
· Team management
· Written and verbal communication skills
· Ability and willingness to work closely with the HQ in Morocco as well as with potential outsourcing partners in Asia region incl. required travels.
