Worldline is seeking a Team Lead, Managed Card Services to join our remote team. You will be responsible for the operational and management-related tasks of the Application Software support team within Worldline Managed Services for credit card business. In this role, you'll ensure that the production software changes your team make, are keeping best practices, lifecycle methodology and overall risk top of mind. Partnering with Infrastructure Service Support Partner, you'll dig into root cause analysis, production changes and staffing issues. You'll also draw on your experience to manage and mentor people to drive strategic change, both within your team as well as in collaboration with team members across Worldline APAC.

As Worldline Team Lead, Managed Card Services, your dedication to innovation is essential to what keeps our company moving and thriving.

Your day-to-day responsibilities include:

• Manage and lead Worldline support teams (through supervision and mentorship in tech and application support) to deliver services in accordance with defined service agreements and supporting service levels with customer
• Gain a thorough understanding of the Worldline's Application, Infrastructure, database, and software tools to be able to provide second and third tier support for customer issues, either in production or in User Acceptance Testing
• Provides technical oversight across systems and applications; leverage skills across multiple apps support areas.
• Work with the Worldline internal support team to quickly diagnose and resolve issues as they arise
• Performs controlled resolution of incidents and problems including prioritization and escalation to relevant groups or 3rd party vendor when appropriate, root cause analysis of all problems with follow-through to resolution.
• Work with client account teams to ensure that customer issues are addressed, communicated as necessary and that incident reports are made available in a timely fashion
• Managing critical events, which includes facilitating triage calls to engage technical support teams, coordinating service restoration activities, and communicating all relevant details to key business and client stakeholders
• Requires awareness of audit and compliance related issues.
• Managing Worldline Infrastructure Partner effectively in delivering their contract obligation
• Manage communication with customer for meeting, calls, status, and update. Manage customer relations through clear and concise written and verbal communications, increasing trust and involvement, reducing ambiguity and conflict.
• Driving and delivering service by monitoring and tracking service delivery performance that meets SLAs and achieves high level of customer satisfaction.

Skills we can’t do without:

• More than 8 years' experience operation experience in a Software Support role preferably in financial services/banking sector
• Experience with people management
• BS in Computer Science (Software Engineering or related field) with passion on supporting leading-edge technologies
• Software production problem solving and deep knowledge of environment scripting like shell, and variety of technologies not limited to Linux, Apache, Java, REST, SOAP, Kafka, RabbitMQ, MySQL and Oracle
• Experience working in a software production operational support environment, Problem and incident diagnosis and resolution, Excellent team-player & communications, able to work internally and with clients, Ability to work unaided.
• Experiences in IT Infrastructure is a great advantage
• Highly assertive communications skills, commanding personality. Ability to engage a large audience and lead the discussion with clear, articulate, and highly assertive communication. Must show confidence in all communications
• Experience with application support would be an added advantage, but not essential
• Effectively share information with other support team members and with other technology teams

Skills we’d like:

• Knowledge of working within a service-oriented environment
• Working under pressure while managing customers at all levels of seniority
• Provide Staff development
• Working within a process driven environment
• Understanding of network, database and middleware technologies
• Strong reporting skills
• Familiar with support and maintenance contracts
• Expectation and escalation management
• Ability to plan and organize workload; self-manage and work as part of a team
• Good verbal and written communication skills especially in English, including experience with developing process documentation and operations improvement plans. Also possesses the ability to communicate technical information using non-technical language.
• Strong client-facing skills and customer management to drive customer satisfaction and handle issues when they arise.
• Strong people management skills including the ability to provide direction, hire, coach, mentor and drive disciplinary steps when necessary.
• Ability to work on several problems and manage multiple projects simultaneously
• Able to present technical ideas and influence decision making process
• Require to support 24x7 for critical issues/incidents
• Possess the skills necessary to be flexible, agile, and adaptable while navigating through changes and/or adjustments with customers