Operations-Production Integration Supervisor

Overview

The Operations-Production Integration Supervisor will play a critical role in supporting integration and transactional processes across multiple payment platforms, including Cybersource, MIGs, MPGs, N-Genius Online, and DPO. This position involves handling Level 1 and Level 2 queries from a wide merchant base as well as internal teams such as settlement, chargeback, fraud management, DP operations, and sales.

Primary Responsibilities

• Oversee and manage e-commerce production requests, queries, and issues from internal and external customers, ensuring resolution within SLA timelines.
• Conduct problem identification, investigation, isolation, resolution, and follow-up for Tier 1, 2, and 3 technical issues.
• Provide comprehensive support to both internal teams and external customers by delivering accurate and creative solutions for system problems, ensuring system stability.
• Coordinate effectively with various teams including network, sales, merchants, fraud management, settlement, chargeback, schemes, vendors to resolve business-as-usual issues.
• Monitor system alerts proactively to identify trends and suggest improvements or system modifications to management and business leaders.
• Apply advanced technical troubleshooting skills focusing on payment transactions and technical investigations.
• Configure production setups and manage merchant account unlock/lock requests according to policies.
• Maintain detailed issue tracking through daily updates in spreadsheets prioritized by severity.
• Acquire and keep up-to-date domain knowledge of relevant products, software, hardware, and support policies to deliver effective solutions.
• Deploy codes using system tools, monitor implementations, troubleshoot potential problems, and collaborate with development teams for resolution.
• Contribute to maintaining and expanding the problem resolution knowledge base by documenting issues, changes, and guidance improving processes and policies.
• Collaborate with internal stakeholders to interpret business needs and develop system solutions; advise on future requirements and trends recommending system enhancements as needed.
• Participate in complex projects by identifying challenges, planning, obtaining resources, setting milestones, tracking progress, coordinating across teams, and implementing solutions.

Required Qualifications and Skills

• Proficiency in e-commerce online payment gateways including MIGs, Cybersource, MPGs, N-Genius or equivalent.
• Expertise in online payment flows, system setups, and troubleshooting transaction details.
• Minimum 4 years’ experience in e-commerce integration with hands-on use of POSTMAN.
• Experience integrating plugins for platforms like Magento, WooCommerce, OpenCart, Prestashop, etc.
• Development experience with programming languages such as PHP, Java, and .NET.
• Familiarity with mobile development and troubleshooting for Android and iOS platforms.
• Practical knowledge of Agile, Salesforce, JIRA, REMEDY, Microsoft Access, MS Excel, V+, Quality Center, and Base 24.
• Strong diagnostic and problem-solving abilities with capacity to lead technical issue investigations and ownership through resolution.
• Excellent communication, analytical, and organizational skills.
• Leadership capability managing teams and assisting members in resolving critical integration issues.
• Key account management experience in customer-facing roles.
• Ability to collaborate with partners, consultants, support, and educate clients about new opportunities and technologies.
• Adept at working closely with sales, product, marketing, and technology teams to deliver comprehensive client solutions.
• Experience translating client business requirements into product solutions and evaluating benefits for customers.
• Consistently submit accurate data in weekly progress reports.

Additional Information

The role requires patience and readiness to attend troubleshooting calls with global merchants and developers. It emphasizes customer-centricity and the ability to perform under pressure, fostering teamwork and empathy towards clients.