The Role
Ensures end to end service Availability, Scalability and Reliability, while maintaining continuous delivery and integration of Digital service products. Collaborate with stakeholders in ensuring maximum customer satisfaction of services in production by providing expertise to enhance product availability. Guide technical teams through the expertise in implementing new services while ensuring organizational and industry best practices are properly followed for the NFC based Fintech products such as Fuel system / Travel system / Transaction gateway / POS gateway / ESB / CMS and CEPM.
The Job
- Establish operations guidelines to ensure smooth operation of responsible services.
- Build a strong relationship with stakeholders including Central bank of Sri Lanka, Banks and financial institutions, Certification bodies, Merchants, business units and vendors to understand software and service compliance requirements.
- Establish a mechanism identify the system capacity enhancements via system heath checks and forecasting and ensure capacity upgrades actioned on in timely manner.
- Perform analysis and develop long term solutions for repetitive issues impacting customer experience and system performance.
- Propose and lead development of process automation initiatives and support optimum operation of business.
- Use knowledge to solve tech issues in the overall domain and make recommendations in the areas of specialization. Ability to carry out technical integrations and coordinate with internal and external parties, ability to take decisions and provide recommendations and to analyse cross platform interdependencies.
- Define and deploy monitoring, metrics, and logging systems and utilize monitoring tools to find problems, resolve and/or escalate to development as appropriate.
- Provide RCA (Root Cause Analysis) for incidents and apply/follow-up corrective actions to maintain best solution mechanism within Digital service operations.
- Responsible of solving issues utilizing multi-tasking skills, with a creative and flexible attitude to get the support of other stakeholders and perform in an exceptional level.
- Lead implementation of security policies in Digital services platforms and periodically review to ensure company security standards are met.
- Assist periodic company security audits and maintain proof of implementation to ensure the operations are maintained at accepted standards.
- Research and be updated with industry and technology trends related to Digital transformations and financial services to discover new trends in operations apply them in operations.
- Guide complaint management team to provide customer complaint resolution.
