Our client is extending its capabilities to include project and technical support for investment banking clients, initially in Saudi Arabia but potentially also in other Gulf countries, they are recruiting an IST Switch Application Support Analyst to join their team.
Ensuring the proper and clean completion of the customer’s tickets related to Switch
Interact with the client and investigate/address any reported issue in the applications.
Ensure a clean processing with the networks that are being reconciled by the applications (VISA, MasterCard, Back Office, …) by monitoring all the totals.
Perform the technical evaluation of any application related changes requested by the clients, and help with the solution design and implementation.
Technical knowledge of the clearing cycle with international networks (VISA, MasterCard, UPI, …) in terms of: Input/output feeds, data elements specifications, tools that are used by the banks to submit/receive incoming and outgoing files (VISA edit package, MasterCard pre-edit/MFE), and excepted outcome reports.
Adopt existing support processes and ensure that production systems remain operational.
Establish and use monitoring tools to troubleshoot application issues in the production environment in a proactive and timely manner
Own and ensure the tickets such as incidents, service requests, and change requests are serviced appropriately.
Timely escalate issues to the next level or vendor
Provide 1st and 2nd level of support across all supported applications, developing a resolution for customer issues based on product and industry knowledge
Adopt existing support processes and ensure that production systems remain operational
Develop and maintain client relationships, requiring deep technical and functional expertise
Troubleshooting application issues in the production environment
3+ years of experience
Understand the backend logic of the processing, and generate needed MIS reports
Good knowledge of various types of bank/credit, debit and prepaid card operations processes and procedures, Electronic Fund Transfer, ATM and POS Switch, Card Management systems, certifications with Visa, MasterCard.
Ability to present information in user-friendly language
Experience working in a team-oriented, collaborative environment, with strong customer service orientation
Self-motivated, with the ability to manage multiple conflicting priorities, while continuously prioritizing deliverables
High degree of organizational and time management skills, with attention to detail