Supervisor: Support Analyst – (Second Line)

SUMMARY:
Job purpose:
Responsible for leading and managing the second line support team, including the maintenance of the company switching applications and terminal applications in a fast-paced environment.
 
Supervises the daily operations of the second line team, ensuring timely and professional communication with customers regarding their issues. Manages incident response and escalation processes for transaction failures. Trains and coaches team members to handle all customer interactions - both inbound and outbound- from the company’s ACS support centre and teams across all communication channels.
 
Provides technical and transactional support to internal and external customers, as well as internal suppliers.
 
Manages support processes, escalations and customer service request updates, and compiles monthly reports.
 
Key responsibilities:
Manage daily operations of the second line team and interactions:

• Supervises and oversees all L2 customer and third-party interactions, fostering technical growth and operational excellence.
• Develops shift schedules and manages resource allocation to ensure adequate support coverage, including afterhours standby and escalation rosters.
• Identifies issues and trends that require escalation and follow up on updates from internal teams and suppliers.
• Optimises and automates support processes and tasks to improve efficiency.
• Coaches and mentors operational team members across first- and second-line support teams.
• Builds efficiencies across teams and channels through automation, optimisation, and process improvements.
• Assists customers with integration into the company’s switch
• Assists with article and mandate compliance queries received from banks.
• Manages and analyses Remedy Queries to ensure timely resolution and accurate tracking
• Maintains efficient customer operational support at all times
• Recommends the enablement of enhanced features and provides input into solutions for customer requirements, covering both terminal and switching environments.
• Offers technical guidance and direction to team members.
• Ensure operational documentation is kept current and updated regularly.
• Aligns team deliverables to the business strategy.
• Recommend enhancements for terminal applications based on operational insights and customer feedback.
• Provides guidance and support to field services, staging and service delivery teams.
• Conducts performance reviews and identify L1/L2 support and training needs to build team capabilities.

• Serves as the primary point of contact for escalated operational issues with internal teams.
• Collaborates with L3, ITS Development and Implementation teams to support new customers, products and enhancements.
• Conducts daily and weekly Remedy ticket reviews and analysis within the team, ensuring SLAs are met.
• Maintains existing processes and implements improvements to enhance operational efficiency
• Ensures support teams are kept up to date with PCI and compliance requirements.
• Investigates bugs in Terminal applications.
• Recommend enhancements to terminal applications.
• Investigates issues raised by first line support teams and customers and drives resolution.
• Compiles monthly and ad-hoc reports covering trends, bug fixes, and SLA’s performance for both internal and external stakeholders
• Maintains a solid understanding of ACI Postilion eSocket.POS, Config Server, Realtime Frameworks and Postilion Office.
• Accurately identifies terminal and transactional issues and determines appropriate corrective actions.
• Identifies areas of improvement and development within the support environment.
• Logs calls with suppliers to action issues, software bugs, and enhancements timeously
• Attend customer operational meetings as required.

• Provides assistance with end-to-end testing for new customer integrations.
• Assists with user guide documentation.
• Manages updates to knowledgebase and operational support documentation
• Assist with Max Store queries, firmware updates, reporting and customer queries.

• Receives customer and second line queries via Remedy, and analyse requirements, trends and remediation actions.
• Resolves and responds to customer queries and manage escalations timeously.
• Acts as the interface between development, service delivery and field services teams.
• Shares user guides with ACS Field Services to enable terminal and eSP installations and basic troubleshooting.
• Analyses monthly statistics and acts on outcomes where required.
• Identifies opportunities to improve departmental performance and SLA adherence based on statistical findings.
• Compiles and presents monthly feedback on call statistics and the general health status of the team and customers

• Develops a high performing team by embedding the company’s performance process, providing regular performance feedback and coaching team members. Addresses poor performance promptly and appropriately.
• Motivates team members and ensures that they receive recognition for work well done.
• Maintains a succession plan for the team by reviewing the skills of the team at least twice a year and conducting regular career conversations with team members.
• Determines the development needs of the team and ensures that development opportunities — including training, rotation, and on-the-job learning — are budgeted for and executed.
• Assists with interviewing and recruitment of new team members, including providing input on job description and technical reviews.
• Creates quarterly leave plans to ensure adequate coverage, and approves leave requests, overtime requirements, and claims.
• Sets and manages KPIs in accordance with company guidelines.
• Initiates disciplinary processes for team members when required, and resolves grievances raised by team members, escalating only where necessary.
• Plans and manages shift schedules to ensure adequate operational coverage at all times.

• Internal Team Members – Issues raised by customers
• ACS Field Services - Provides assistance
• Service Delivery Managers - Customer requirements
• Operational Support Call Centre - Application and terminal support.
• Implementation Team (PMO) - Customer implementations
• Development teams - Development requirements for products
• Infrastructure Teams - Infrastructure setup for new and existing products
• Heads of departments - Discuss requirements to deliver a product which may involve assistance from relevant teams.

• Customers –
• Assist with integration or assist the customer with guidance on how the product operates. Solution design.
• Query resolution
• Service review meetings
• Projects
• 3rd party vendors - Application fixes, enhancements available, Compliance requirements, new products
• Banks - Integration of new customers, Compliance, query resolution, new product implementation.

•  
• Banking and or switching experience (minimum) (Postilion, TradeRoute, Ivory, Base24)
• ITIL v4 Foundations (advantageous)
• Degree or Diploma in IT (advantageous).
• Remedy / Helix experience (advantageous).

• 10 years work experience
• 5 years in Payments
• 2+ years client services or supervisory experience (Supervisory course – advantageous)
• Project management experience (advantageous)

• Good EMV Knowledge.
• Strong Postilion Knowledge.
• Card Payments knowledge.
• Card Payment Switching Knowledge.
• Good Payment Terminal knowledge.
• Problem Solving skills.
• Always looking at doing things in different ways.
• Certification / compliance experience advantageous
• Technology and system savvy.
• Strong MSOffice abilities. (Excel, Word and PowerPoint)
• Numeracy skills.
• Ability to work in a fast-paced, high-pressured environment whilst still maintaining high levels of accuracy.
• Ability to identify opportunities for improvement
• Linux (Added advantage)
• Good oral and written communications skills.
• Organisational and prioritisation skills.
• Excellent administrator with strong attention to detail.
• Team player

• Delivery: Translates business objectives into practical, prioritised and organised action plans; ensures plans are quickly and successfully implemented. Makes effective use of resources when executing; ensures processes are in place to achieve outcomes aligned to operational excellence standards.

• Teaming: Communicates ideas, information and business objectives effectively and persuasively, resulting in desired actions/outcomes. Promotes, collaboration information sharing and learning within and across team members boundaries. Focuses on ensuring stakeholder satisfaction by building mutually beneficial relationships with stakeholders. 

• Understand customer insights and market insights:

• Collaborate with the customer:

• Generates and encourages others to generate options for action to address an issue or problem. Includes others in the decision-making process; makes the most appropriate decisions; ensures buy-in and understanding of the resulting decisions.

• Displays the quality of insight – being able to visualize what should be done to achieve particular goals and create a successful future. Always keep in mind consequences of a choice for all the affected parties.

• Sets performance requirements and outcomes and sets clear performance goals.

• Creates environment for team effectiveness, where strengths are known and built upon and learning is shared to build capacity.

• Deals effectively with others in difficult situations; uses appropriate inter-personal styles and methods to reduce tension or conflict between two or more people.

• The ability to accurately hear and understand the unspoken or partly expressed thoughts, feelings, and concerns of others. It measures increasing complexity and depth of understanding of others and may include cross-cultural sensitivity.

• Identifies opportunities and acts to build strategic relationships between one’s area and other areas, teams, departments, units, or organizations to help achieve business goals.

• The ability to read a group’s power relationships, identifying influencers, networks, and organisational dynamics.

POSITION INFO:
Job purpose: Responsible for leading and managing the second line support team, including the maintenance of the company switching applications and terminal applications in a fast-paced environment. Supervises the daily operations of the second line team, ensuring timely and professional communication with customers regarding their issues. Manages incident response and escalation processes for transaction failures. Trains and coaches team members to handle all customer interactions - both inbound and outbound- from the company's ACS support centre and teams across all communication channels. Provides technical and transactional support to internal and external customers, as well as internal suppliers. Manages support processes, escalations and customer service request updates, and compiles monthly reports. Key responsibilities: Manage daily operations of the second line team and interactions: Supervises and oversees all L2 customer and third-party interactions, fostering technical growth and operational excellence. Develops shift schedules and manages resource allocation to ensure adequate support coverage, including afterhours standby and escalation rosters. Identifies issues and trends that require escalation and follow up on updates from internal teams and suppliers. Optimises and automates support processes and tasks to improve efficiency. Coaches and mentors operational team members across first- and second-line support teams. Builds efficiencies across teams and channels through automation, optimisation, and process improvements. Assists customers with integration into the company's switch Assists with article and mandate compliance queries received from banks. Manages and analyses Remedy Queries to ensure timely resolution and accurate tracking Maintains efficient customer operational support at all times Recommends the enablement of enhanced features and provides input into solutions for customer requirements, covering both terminal and switching environments. Offers technical guidance and direction to team members. Ensure operational documentation is kept current and updated regularly. Aligns team deliverables to the business strategy. Recommend enhancements for terminal applications based on operational insights and customer feedback. Provides guidance and support to field services, staging and service delivery teams. Conducts performance reviews and identify L1\/L2 support and training needs to build team capabilities. Core responsibilities: Managing operational interactions: Serves as the primary point of contact for escalated operational issues with internal teams. Collaborates with L3, ITS Development and Implementation teams to support new customers, products and enhancements. Conducts daily and weekly Remedy ticket reviews and analysis within the team, ensuring SLAs are met. Maintains existing processes and implements improvements to enhance operational efficiency Ensures support teams are kept up to date with PCI and compliance requirements. Investigates bugs in Terminal applications. Recommend enhancements to terminal applications. Investigates issues raised by first line support teams and customers and drives resolution. Compiles monthly and ad-hoc reports covering trends, bug fixes, and SLA's performance for both internal and external stakeholders Maintains a solid understanding of ACI Postilion eSocket.POS, Config Server, Realtime Frameworks and Postilion Office. Accurately identifies terminal and transactional issues and determines appropriate corrective actions. Identifies areas of improvement and development within the support environment. Logs calls with suppliers to action issues, software bugs, and enhancements timeously Attend customer operational meetings as required. Customer and operational requirements: Provides assistance with end-to-end testing for new customer integrations. Assists with user guide documentation. Manages updates to knowledgebase and operational support documentation Assist with Max Store queries, firmware updates, reporting and customer queries. Remedy queries: Receives customer and second line queries via Remedy, and analyse requirements, trends and remediation actions. Resolves and responds to customer queries and manage escalations timeously. Acts as the interface between development, service delivery and field services teams. Shares user guides with ACS Field Services to enable terminal and eSP installations and basic troubleshooting. Analyses monthly statistics and acts on outcomes where required. Identifies opportunities to improve departmental performance and SLA adherence based on statistical findings. Compiles and presents monthly feedback on call statistics and the general health status of the team and customers People management: Develops a high performing team by embedding the company's performance process, providing regular performance feedback and coaching team members. Addresses poor performance promptly and appropriately. Motivates team members and ensures that they receive recognition for work well done. Maintains a succession plan for the team by reviewing the skills of the team at least twice a year and conducting regular career conversations with team members. Determines the development needs of the team and ensures that development opportunities - including training, rotation, and on-the-job learning - are budgeted for and executed. Assists with interviewing and recruitment of new team members, including providing input on job description and technical reviews. Creates quarterly leave plans to ensure adequate coverage, and approves leave requests, overtime requirements, and claims. Sets and manages KPIs in accordance with company guidelines. Initiates disciplinary processes for team members when required, and resolves grievances raised by team members, escalating only where necessary. Plans and manages shift schedules to ensure adequate operational coverage at all times. Communications and working relationships: Internal: Internal Team Members - Issues raised by customers ACS Field Services - Provides assistance Service Delivery Managers - Customer requirements Operational Support Call Centre - Application and terminal support. Implementation Team (PMO) - Customer implementations Development teams - Development requirements for products Infrastructure Teams - Infrastructure setup for new and existing products Heads of departments - Discuss requirements to deliver a product which may involve assistance from relevant teams. External: Customers - Assist with integration or assist the customer with guidance on how the product operates. Solution design. Query resolution Service review meetings Projects 3rd party vendors - Application fixes, enhancements available, Compliance requirements, new products Banks - Integration of new customers, Compliance, query resolution, new product implementation. Qualifications, experience, and skills: Educational qualifications: Banking and or switching experience (minimum) (Postilion, TradeRoute, Ivory, Base24) ITIL v4 Foundations (advantageous) Degree or Diploma in IT (advantageous). Remedy \/ Helix experience (advantageous). Year of experience: 10 years work experience 5 years in Payments 2+ years client services or supervisory experience (Supervisory course - advantageous) Project management experience (advantageous) Other requirements: Good EMV Knowledge. Strong Postilion Knowledge. Card Payments knowledge. Card Payment Switching Knowledge. Good Payment Terminal knowledge. Problem Solving skills. Always looking at doing things in different ways. Certification \/ compliance experience advantageous Technology and system savvy. Strong MSOffice abilities. (Excel, Word and PowerPoint) Numeracy skills. Ability to work in a fast-paced, high-pressured environment whilst still maintaining high levels of accuracy. Ability to identify opportunities for improvement Linux (Added advantage) Good oral and written communications skills. Organisational and prioritisation skills. Excellent administrator with strong attention to detail. Team player Behavioral competencies: The incumbent is required to have demonstrated the following competencies: Delivery : Translates business objectives into practical, prioritised and organised action plans; ensures plans are quickly and successfully implemented. Makes effective use of resources when executing; ensures processes are in place to achieve outcomes aligned to operational excellence standards. Teaming: Communicates ideas, information and business objectives effectively and persuasively, resulting in desired actions\/outcomes. Promotes, collaboration information sharing and learning within and across team members boundaries. Focuses on ensuring stakeholder satisfaction by building mutually beneficial relationships with stakeholders. Customer Focus Understand customer insights and market insights : The ability to have a deep understanding of the customer's needs. and focusing one's efforts on delivering increased customer value. Collaborate with the customer : Engages the collective intelligence to achieve results across organisational boundaries Get things done Delegation and Prioritisation (own areas) Generates and encourages others to generate options for action to address an issue or problem. Includes others in the decision-making process; makes the most appropriate decisions; ensures buy-in and understanding of the resulting decisions. Prioritisation and Orchestration (across business areas) Displays the quality of insight - being able to visualize what should be done to achieve particular goals and create a successful future. Always keep in mind consequences of a choice for all the affected parties. Lead and Manage People People Management Sets performance requirements and outcomes and sets clear performance goals. Teamwork Creates environment for team effectiveness, where strengths are known and built upon and learning is shared to build capacity. Build and lead a team Deals effectively with others in difficult situations; uses appropriate inter-personal styles and methods to reduce tension or conflict between two or more people. Communication and Influence Empathic listening The ability to accurately hear and understand the unspoken or partly expressed thoughts, feelings, and concerns of others. It measures increasing complexity and depth of understanding of others and may include cross-cultural sensitivity. Build relationships and manage stakeholders Identifies opportunities and acts to build strategic relationships between one's area and other areas, teams, departments, units, or organizations to help achieve business goals. Forge and develop win-win partnerships The ability to read a group's power relationships, identifying influencers, networks, and organisational dynamics.