Senior Channels Support Specialist

We are recruiting to fill the position below:

Job Title: Senior Channels Support Specialist

Location: Opebi, Ikeja - Lagos

Summary about the Role and Purpose

• To ensure the smooth operation, monitoring, and support of all digital payment channels (e.g., Payin, Payout, funds transfers, POS, USSD, Mobile Wallet, Card, Agency Banking, etc.).
• The ideal candidate will play an essential rolein ensuring that payments made by PalmPay customers or businesses are processed correctly and in good time.
• The ideal role holder will also be tasked with resolving any issues that arise with these transactions processing and availability of the payment channels as need arises.
• The role involves real-time monitoring, issue escalation, incident management, performance analysis, and proactive communication with internal component teams and external partners to guarantee service availability, stability, transaction success, and customer satisfaction.
• The role is for Senior Channel Support Specialist who is passionate about our mission of driving financial inclusion in Africa.

Job Responsibilities

• Support UAT and deployment of new channel features or integrations.
• Collaborate with the Product Management and Research & Development(R&D) teams to suggest/recommend new initiatives as well as optimisations of the payment service and channels performance to ensure improved customers’ experience.
• Taking up technical engagement with switches, partner banks, aggregators, and payment service providers.
• Prepare daily/weekly/monthly reports on channel performance, costs, and incident logs.
• Proactive monitoring of processes and transactions across different payments leading to the identification of potential glitches.
• Independently provide Level two (2) support for digital payment issue.
• Provide technical support in identifying, investigating, and resolving payment issues.
• Responsible for the availability, stability, reliability, and operation of payment systems by monitoring, supporting, and optimising production systems and services
• Analyse and interpret application logs and traces to identify failures and resolve the identified issues without breaching SLA.
• Track issues and work with component teams for timely resolution of down times on any of the payment services and/or channels.
• Maintain a strong knowledge base and playbook for incident resolution
• Ensure payment channels have a stable connection with the payment service providers and be available to provide quick responses to payment services and channel-related issues escalated internally or by external partners.

Job Requirements

• Excellent understanding transaction process flow on different payment systems, especially, bills payment services, value added services (VAS), funds transfer systems, POS and card payment systems.
• Strong communication with stakeholder and management skills.
• Experience working with reporting tools (Excel, SQL, BI tools) is an advantage.
• At least four (4) years of related experience are required.
• Intermediate knowledge of ISO 8583 messaging.
• Strong work ethics and service mentality with the ability to manage multiple tasks.
• A minimum of a Bachelor’s or Higher National Diploma (HND) degree in Computer Science, Engineering, or any related field, or equivalent experience is required.
• Strong understanding of digital payments ecosystem (cards, wallets, POS,USSD, payin/payout) and technically skilled to manage and support of digital payment solutions.
• Advanced proficiency in problem-solving and analytical skills with attention to detail, ability to investigate and address application issues.
• Hands-on experience with payment services monitoring and incident management tools.
• Effective use of database querying languages and tools to develop queries/reports and analyze business process data is an added advantage.
• Ability to work in a shifts model and 24/7 operations.