Support Team Lead

 Job Description

JOB MISSION

As part of the HPS Solutions Support team, they oversee the coordination of the teams under their responsibility, prioritize interventions to ensure a high level of service in compliance with SLAs, and support their teams in acquiring skills, while ensuring adherence to contractual SLAs.

JOB OBJECTIVES

Ensure the organization of the team and prioritize interventions to guarantee service delivery.

• Ensure the allocation of necessary resources to resolve incidents in compliance with SLAs based on workload and the complexity of client requests.
• Handle the resolution of incidents when their complexity exceeds the team's capabilities.

Facilitate Knowledge Transfer.

• Support, train, and enhance the technical and behavioral skills of their team.
• Act as the point of reference for their team.
• Monitor the development of team members through annual reviews and recommend necessary training actions.

Oversee their Scope of Responsibility.

• Generate performance indicators for their area, analyze KPIs, and recommend necessary actions.
• Ensure the transmission of information to their teams when needed.
• Analyze and recommend best practices to improve performance.
• Ensure the escalation of alerts.
• Share critical information in case of an alert with their direct superior.

REQUIRED SKILLS

Technical Skills

Technical Competency

• Expertise in Electronic Payment Systems
• Oracle Forms & Reports Programming
• PL/SQL Programming
• C Programming
• Java Scripting (JavaScript)
• Flex & JSF Servers
• Unix Server
• ASP Management
• PowerCard Product Knowledge
• ATM, GAB, POS Expertise
• EMV Systems and Tokenization
• Visa, Mastercard Network Certification