Technical Support Manager

Contis are on a huge growth path and have rapidly doubled payments volume whilst supporting 1.5m end-customers via over 200 clients, we are looking for the best talent to drive our explosive growth.
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Job Overview :

The Technical Support Manager is responsible for managing Clients and Cardholders incidents in real time, as well as for building and implementing protocols to facilitate the right business response to these types of events. In addition, the role holder will manage and lead investigations into issues and problems impacting Clients and Cardholders, ensuring the necessary fixes are put in place and preventative measures taken.

We have talented teams across all our functions, and we are always interested in talking to more talented people who want to be a part of this journey. 

Responsibilities & Duties : 

  • Designing and implementing protocols to coordinate the approach across the business to ensure incidents are managed appropriately and communicated to the affected parties in a timely manner
  • Leading the response to incidents on behalf of the business, coordinating all resources on a real time basis, making key decisions
  • Managing the communication of impacts and issues to Clients and Cardholders
  • Keeping senior leaders of the business updated on progress
  • Escalating issues where appropriate to aid response and recovery
  • Taking ownership of complex investigations
  • Facilitating resolution via appropriate resources within the business, for example IT and Client/Customer Support
  • Ensuring fixes are implemented in such a way as to ensure issues do not recur, where relevant via other parts of the business, such as IT.
  • Investigating and resolving issues related to report production and accuracy
  • Liaising with Production and Change Management to ensure any set up/build related issues that come to light subsequently are resolved
  • Ensuring API and COMS integration and access is maintained
  • Ensuring root cause analysis is completed on incidents, lessons learned, and appropriate changes made, and communicated where appropriate, to the wider business and Clients
  • Addressing Client issues related to systems and settings


Skills & Knowledge Required :       

  • Minimum of 10 years’ experience in a similar role in the banking and payments industry
  • Strong knowledge on T-SQL. Basic knowledge on troubleshooting SQL server incidents as well as SQL Agent jobs.
  • Troubleshooting IIS/Application server, Windows System/application logs.
  • Reasonable knowledge on infrastructure components including VMs, Containers (optional), Services and other application layers.
  • Basic knowledge on network fundamentals and network troubleshooting.
  • Proven ability to gain a detailed understanding of Contis systems infrastructure
  • Tenacious and thorough, with a proven ability to conduct detailed investigations, identify route cause and define a resolution path
  • Proven ability to influence colleagues to achieve a desired outcome
  • Self-starter with a considered approach to defining how best to proceed with queries.
  • Pragmatic and structured approach especially when under pressure
  • Highly organised
  • Positive in outlook with a ’can do’ attitude
  • Great attention to detail
  • Strong team player
  • Excellent Numeracy and Literacy skills
  • Solutions focussed
  • Ability to work to tight deadlines
  • Educated to degree or similar standard

Why Work at Contis ?

  • We seek out and hire only exceptional talent, and therefore recognise that each individual brings value and contribution which has made us who we are today.
  • We have a tech stack to be proud of and a working environment framed by our Contis values and behaviours.
  • We are passionate people who share a common vision, can think big, and thrive on delivering results.
  • We value diversity of thought and expect that you bring all of you to work; your passion, creativity and ideas on how we can be the best in the space that we operate in.
  • In return we will help you to be the very best that you can, we will support with development, give you opportunities to get involved in key projects and offer exposure to challenges that you may not get in a larger organisation.

The benefits on offer:

  • 18 days annual Leave
  • Birthday Policy
  • Yearly Performance Bonus
  • EAP
  • Employee Referral Bonus
  • No Sandwich Leave Policy
  • Personal Accident Policy
  • Relocation Benefit

 

Contis is an equal opportunity employer, embraces diversity and builds an inclusive environment for its employees and customers. We consider all applicants for employment regardless of age, disability, sexual orientation, gender identity, family or parental status, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation.

 

Or, know someone who would be a perfect fit? Let them know!

Ahmedabad

Mondeal Retail Park
380015 Ahmedabad Directions careersindia@contis.com +91 079 2970 4626 View page

Workplace & Culture

At Contis we enjoy spending quality time with colleagues away from our desks, just getting to know one another better.  We’re a diverse group of people and we love to learn from each other.  We believe that it’s important to maintain healthy relationships and great fun to have a laugh together.  We have a variety of social events, recognising cultural celebrations and key moments throughout the year.  When we’re focussed on our work, individual contribution, personal voice and ideas are encouraged.  We want everyone to be themselves at work and enjoy every moment of being a part of the Contis team.  Wellbeing is a priority for us; working in a way that supports good health, and promoting positive mental health is high on our list of focusses to support everyone to be their best at work.  

Already working at Contis?

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email
@contis.com
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