Acquiring Systems Lead
3 days ago
Job Description
The Implementation and Support Lead Gateway Acquiring will be responsible for managing client-side requirements for new feature rollouts, ensuring the successful execution of projects, and improving customer satisfaction. This role involves direct client support, technical troubleshooting, strategic merchant onboarding, and acting as the customer's MPGS Subject Matter Expert (SME).
Key Responsibilities:
- Act as the first point of contact for Gateway, coordinating with MasterCard's internal teams and the Client to set up projects and follow up on related requirements.
- Provide on-the-ground support as required, log requests, and update the Client team on project execution status at timely intervals.
- Manage urgent production technical support and specific technical challenges faced by the Client.
- Conduct regular reviews with the Client on open projects and tickets.
- Conduct brief platform-specific technical training as needed.
- Assist the Client in filling various request forms related to the gateway (e.g., change requests).
- Manage the Client's MPGS technical team requirements to provide timely support for both implementations and production technical support.
- Support and maintain the full configuration cycle of non-corporate merchant organizations as per the Onboarding Guide provided with MPGS.
- Manage access rights and issue relevant access to different levels of non-corporate merchant organizations.
- Ensure ownership changes are reflected on the Merchant Manager Portal upon acquiring banks notification by activating or deactivating merchant codes.
- Support market or acquiring bank or corporate MSO with any application upgrade.
- Support and maintain any Gateway changes/Technical/Market support as part of troubleshooting.
- Provide support on and attend troubleshooting calls with the merchant.
- Provide periodic updates on required resolution post troubleshooting calls.
- Share incident reports provided by the BizOps team describing the cause and corrective measures taken for each incident.
- Any further MPGS related services agreed between the parties in writing which are part of and/or ancillary to the services provided under this Schedule.
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