Digital Banking Technical support engineer at Interswitch Group in Lagos

About the position

• Offering IT assistance and solutions to customers onboarded on Systegra SaaS channels (IBaaS, ISaaS, etc.). Making sure premium quality solutions that exceed client’s requirements.
• This includes comprehension customer needs, offering initiative-driven assist, and fixing problems productively to reduce disruptions to their processes. Building and preserving solid connections with customers, vendors, and internal teams to coordinate partnership and clear communication.
• To offer Business Management capacity for our core divided structure, assisting our Core Banking Technical solutions, Wallet Management Technical solutions, fraud management and anti-money laundering technical solutions, and other assisting structure, operational structures, and channels that enable us to supply our cloud business (private and public) productively.
• Conceptualizing operating methods and operational structures to assist & oversee the processes of divided Core Banking and Wallet structure in Nigeria and other African processes
• Work alongside internal processes engineers inside the Interswitch Group to supply and assist wallet operational base qualifications.
• Preserving a high level of assist for both internal teams and external customers in the Handled Solutions processes channels and structure, meeting the highest guidelines of effectiveness, guard, and adherence.

Duties

• Offer IT assistance for the Handled Solutions Processes initiatives, applications and structure teams to guarantee prompt and successful outcome of system problems.
• Offer 2nd and 3rd-level IT assistance for customers onboarded on Systegra Handled service channels.
• Address and oversee service requests and incidents through helpdesk tickets, email, phone, MS Teams, or other information exchange channels.
• Track customers’ initiatives on the SaaS channels to guarantee most effective effectiveness.
• Carrying out every month system issue evaluate sessions with customers to strengthen the connection and ensure uninterrupted service excellence.
• Stay current on the latest practices and technical solutions in the Core Banking, Wallet and Guard initiatives in the payment and Financial Solutions industry. Assess and endorse new resources, technical solutions, and structured approaches to improve service offerings, increase productivity, and foster creativity.
• Evaluate and test goods to guarantee they are appropriate for use and meet client qualifications.
• Convey routinely with participants and cross-operational teams to offer status reports on assist initiatives on the SaaS channels.
• Offer in-field assist for critical concerns that require physical presence at the client’s site.
• Work jointly with the OEMs and cross-operational teams to settle escalated system problems.

Vendor Connection Management:

Report to higher support tier concerns to vendor IT assistance when internal solution isn’t possible. Track vendor SLAs and guarantee promptness solution of escalated incidents.

Vendor Performance check:

• Sustain results dashboards and indicators for vendors (uptime, responsiveness, solution quality).
• Offer input for vendor assessments and agreement renewals.
• Recognize zones for advancement in vendor assist dispatch.

Education General Education:

Tertiary institution (First academic qualification) in engineering, business, computer science, or a relevant field.

General Expertise:

4 - 6 years' Enterprise Application Assist expertise, ideally in a reputable Financial Institution or Financial technology organisation.

Executive Expertise:

Basic expertise of managing the work of others (4 to 6 months).