Merchant Acquiring- Production Support Specialist

• Apply critical thinking, design thinking and problem-solving skills to solve technical problems on existing applications.
• Provide expert knowledge to BU Management, Systems users, Support Centre and Stakeholders.
• Apply upgrades, patches, system configurations changes, and optimizations.
• Maintain accurate and up-to-date documentation for each application and systems.
• Ensure application reliability, security, disaster recovery readiness, and performance.
• Manage stakeholders' expectations and provide technical support aligned to all SLAs.
• Provide ongoing user support, training, and technical guidance.
• Screen and prioritize user requests for changes or enhancements.
• Schedule and oversee planned maintenance activities including backups, restoration testing, and performance tuning for production IT services to prevent failures and minimize operational disruptions.
• Develop and maintain knowledge in application functionality, user workflow, and business processes.

• Ensure that all Business-Mandated authorizations are formally obtained from the relevant business units before any implementation activities proceed.
• Ensure that a change request is logged for every system maintenance request in accordance with the organization's Change Management process.
• Coordinate upgrades across multiple applications, monitor and provide ongoing support.
• Collaborate with infrastructure, architecture, and information security teams.

• Monitor merchant acquiring application health, Performance, and ensure that system enhancement requests are logged.
• Conduct diagnostics for program errors and implement solutions.
• Identify system inefficiencies and recommend improvements.

• Improve procedures for handling incidents, change requests, and configurations.
• Support transition processes from development to production.
• Define and maintain application standards, guidelines, and best practices.
• Support availability and capacity planning.
• Identify and assess risks; perform root cause analysis for incidents and implement remedial actions.
• Act as liaison between business units, external service providers, and IT teams.
• Communicate effectively across different teams to coordinate changes.
• Assist with project planning for application upgrades and integrations.

Bachelor's Degree - Information Technology, Experience in a similar environment