Payments Business Support Engagement lead

4 weeks ago

Albany, New York, United States NTT DATA Services Full time

Req ID:

NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Payments Business Support Engagement lead to join our team in New Albany, Ohio (US-OH), United States (US).

Job Duties and Responsibilities:

  • L1 & L2 business support for Core Payment Platform application & processes - Payment Authorizations, Disputes, Settlement, e-Wallets and Fraud management.
  • Follow standard SOPs to execute business critical payment processes in production.
  • Perform active monitoring, follow-up, and resolution of application/transaction/platform health using monitoring solutions like Splunk and proactive Service Now tickets.
  • Research and resolve production incidents, change requests, other general enquiries from business users and client account executives.
  • Act as an effective liaison between Technology & Business users by seamlessly translating Technology and Business terms between the groups.
  • Manage and coordinate with a 24x5 support team offshore which is an extended arm for the onsite functions.
  • Provide On call support on a rotational basis over the weekend for critical production incidents.
  • Prepare reports (Daily/Monthly/Weekly/Ad hoc) and dashboard for business leaders and senior management.
  • Create and maintain knowledge items, project runbook, and training & succession plans.
  • Drive Operational and Process efficiency and mitigate business impact through continuous improvement & automation ideas.
  • Be a thought leader in ensuring quality of service, exceeding KPI performance and in proactively identifying and resolving business problems.
  • Skills
  • 10+ years of experience in Financial Services Business Domain specifically working on Payments Platforms with knowledge of but not limited to Payment Authorizations, Disputes, Settlement, e-Wallets, and Fraud management.
  • Experienced in using Splunk Dashboard, monitoring and resolving Splunk alerts.
  • Experienced in using Service Now for Service Management to be able to successfully handle tickets - Incidents, requests, and problems.
  • Experienced in writing stored procedures and querying Database tables – Oracle, SQL, and Mainframe DB2
  • Experienced in monitoring batch jobs in Mainframes & Linux environments.
  • Experienced in run queries in Snowflake.
  • Experienced in using AppD APM in extracting & analyzing transactional data.
  • Excellent Verbal and Written communication skills
  • Candidates should possess these key capabilities.
  • Ability to navigate the organization and collaborate across locations.
  • Ability to lead a support team and achieve results through others.
  • Ability to build relationships across various levels of the organization.
  • Ability to cultivate effective working relationships and empower others.
  • Ability to quickly adapt to a changing environment.
  • Ability to coach and mentor others, particularly new employees
  • Ability to foster innovation, encourage diversity of thought, and incorporate new ideas.
  • Strong communication skills, both verbal and written

Basic Qualifications:

8+ years of experience in:

  • Cards and Payments
  • Splunk
  • Snowflake
  • Oracle

#INDFSINS

About NTT DATA Services

NTT DATA Services is a recognized leader in IT and business services, including cloud, data and applications, headquartered in Texas. As part of NTT DATA, a $30 billion trusted global innovator with a combined global reach of over 80 countries, we help clients transform through business and technology consulting, industry and digital solutions, applications development and management, managed edge-to-cloud infrastructure services, BPO, systems integration and global data centers. We are committed to our clients' long-term success. Visit or LinkedIn to learn more.

NTT DATA Services is an equal opportunity employer and considers all applicants without regarding to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law. We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team.

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