JOB PURPOSE The primary purpose of the role is to lead the Offline operational team in support of the production environments, implementations, and ensuring continuous improvement of preventative and proactive measures to enable system stability. At the same team lead a team of Offline analysts to perform exceptional support service, with a customer centric backbone. RESPONSIBILITIES Technical Support Drive and perform effective resolution of escalated issues via root cause analysis and effective resolution practices and / or providing concise feedback and reporting to all stakeholders. Internal change requests are submitted and presented to CAB for approval. Deployment of changes and trend analysis. Provide 2nd and 3rd level support functions for the POS environment. Ensure production platforms are reviewed periodically and maintenance and housekeeping are performed daily. Identify enhancements / trend analysis to improve supportability, operability, and performance of systems. Maintain the internal servers and perform day-to-day IT admin tasks. Track and report incidents as well as performance statistics of Offline analysts. Conduct SQL scripting and DB maintenance as and where required Work in a team and independently and drive all support processes through Jira Follow and enforce the company policies, e.g. Escalation matrix, communications, etc. Implementation, validation and possible testing of software and patches Customer Service Manage the after-hours support schedule and be the main point of escalation for urgent issues. Drive and provide detailed communication of support requests to customers, in line with the customer Service Level Agreement Configure, troubleshoot, isolate, repair, and resolve all customer issues. Ensure effective communication of planned and unplanned outages to customers and within SLA. Ensure alerts or escalations to Internal stakeholders are done regularly and within agreed timelines. Establish and maintain a positive professional relationship with customers. Prepare and provide training and mentoring for support team members, including the deep dive analytical investigations for escalated incidents. Adherence to SLA to ensure consistent and predictable service delivery. Support tactical and strategic goals of the operations team and the company. Work collaboratively. Build a culture of respect and understanding across the Squad and organization. Recognize outcomes which resulted from effective collaboration between teams. Build co-operation and overcome barriers to information sharing, communication, and collaboration across the organization Self-Management Set an example through personal quality and productivity standards and ways of working with others. Demonstrate consistent application of internal procedures. Plan and prioritize. Demonstrate abilities to manage competing demands. Demonstrate abilities to anticipate and manage change. Demonstrate flexibility, in balancing achievement of own objectives with abilities to understand and respond to organizational and team needs. Leadership Be an effective leader to facilitate the creation of motivated, accountable, full-service teams who understand and strive to meet the needs of all stakeholders. Contributes to the team by applying their diverse skills and perspectives to achieve common goals. E.g. consistently emphasizes and advocates for the team’s common goals and priorities. Volunteers promptly to help others and goes the extra mile to ensure the team’s success. Recognizes everyone’s contributions to the team. Coach, counsel and train offline squad, operation manager, and staff to apply, support, sustain and develop a continuous improvement culture. Role model behaviour and motivate team members in line with the Transaction Junction values and ethos. Guidance of others and active development of self to improve on their technical and communication abilities so that capabilities and deliveries are better understood and thus trusted and applied throughout the business. Translates strategy into goals for performance and growth helping to implement organization-wide goal setting, performance management, and annual operating planning. Gaining the confidence and trust of others through honesty, integrity, and authenticity. Cultivates Innovation Creating new and better ways for the organization to be successful. BEHAVIORAL COMPETENCIES Customer Focus Building strong customer relationships and delivering customer-centric solutions Instils Trust Gaining the confidence and trust of others through honesty, integrity, and authenticity. Cultivates Innovation Creating new and better ways for the organization to be successful. Collaborates Building partnerships and working collaboratively with others to meet shared objectives. Situational Adaptability Adapting approach and demeanour in real time to match the shifting demands of different situations. Business Insight Applies knowledge of business and the marketplace to advance the organization’s goals. E.g. shows considerable business insight, beyond the fundamentals, asks probing questions and draws on a variety of sources to gain insight and to explore business drivers or industry trends. Manage Complexity Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. E.g. quickly determine the most critical data and focuses analysis there; recognizes even subtle symptoms that indicate problems; probes deeply for root causes; uses systematic problem-solving methods, well. Plan and Align Plans and prioritizes work to meet commitments aligned with organizational goals. E.g. adopts a sequence of activities that allows for optimal efficiency and effective coordination with others. Makes skilful use of resources and support to deliver efficient, high-quality work. Balances Stakeholders Anticipates and balances the needs of multiple stakeholders. E.g. draws upon insights from varied sources to gain a rich understanding of how to meet the needs of multiple internal and external stakeholders. Probes deeply in order to gain a rich, detailed grasp of the priorities of different stakeholders. Takes initiative to respond to stakeholder problems. Drives Results Consistently achieves results, even under tough circumstances. E.g. devotes considerable effort to surpassing goals and achieving the best possible results; goes above and beyond to achieve excellence. Drives ahead with great focus when faced with obstacles and setbacks. Maintains productivity and a positive attitude. Adapting approach and demeanour in real time to match the shifting demands of different situations. Ensures Accountability Holds self and others accountable to meet commitments. Holds self to high standards and consistently honour policies, procedures, and work requirements. Scrupulously ensures all work is accurate. Demonstrate abilities to anticipate and manage change. Demonstrate flexibility, in balancing achievement of own objectives with abilities to understand and respond to organizational and team needs. Financial Acumen Interprets and applies key financial indicators to make better business decisions. E.g. swiftly assembles and fluently interprets the financial data and metrics relevant to the role. Draws rich insights from financial and quantitative data. EDUCATION Preferred qualification in IT: Computer Engineering (Degree or Diploma) / relevant work experience. Minimum 5+ years’ experience in similar role in the payments industry Microsoft SQL and / PostgreSQL (required) Minimum 1-year server/client-side languages EXPERIENCE 5+ years Relevant and extensive experience of financial transaction processing will be required. Leadership roles advantageous Exposure and experience with SQL (required) Experience in ITIL Foundation (advantageous). POS / Retail industry experience (advantageous) #J-18808-Ljbffr