Production Support Engineer

Working Model: Hybrid Working

Employment status: Full-time, Permanent.

Working hours: 6:00 am -3:00 pm/1:30 pm-10:30 pm/10:00 pm – 7:00 am (24/7 rotational shift)

Week-off:  2 days in a week (any)

Location: Hyderabad

In this role you will add value to PXP by:

Ensuring the efficient operation of technical systems and services within the PXP by providing frontline support for technical issues, monitoring system performance, and coordinating with various teams to resolve incidents and customer concerns promptly.

This role is responsible for troubleshooting technical problems, maintaining system reliability, and ensuring a seamless user experience by addressing operational challenges. The position requires a proactive approach to identifying issues, resolving customer problems, and contributing to the continuous improvement of operational workflows.

A typical week as a Production Support Engineer includes:

• Monitoring and handling system alerts.                           
• Monitoring payment state changes.     
• Monitor the payment batching process.            
• Monitor reporting.        
• Resolved customer issues, monitored and handled communication with providers and merchants.           
• Define and coordinate the automation of system monitoring. 
• Provide daily reports on incidents and resolution status.                     
• Incident handling - Identify and resolve system defects and interruptions, report to the Incident Manager (generate backlog)             
• Periodic review of processes and manuals, request updates of product manuals/SOPs            

We are looking for someone who has the following:

• Bachelor’s degree in engineering or a similar stream.
• 2- 3 years of experience in a tech support role.
• Experienced and Proficient in handling L1 & L2 Production Support issues
• Good knowledge of SQL Scripts and XML.
• Must know the basics of Database & Networking.
• Basic understanding of banking concepts, POS transactions, etc
• Good understanding of ITIL Process (Incident handling, Problem & Change Management)
• Experience in customer-facing roles, knowledge of support concepts (SLA, CSAT, Priority Levels)
• Good verbal and written communication, analytical, and Team Collaboration
• Eagerness to learn, self-motivated.

We would love someone to have any of the following:

• Experience with Zendesk / other ticketing tools
• Experience with Splunk / monitoring systems

What we can offer you:

• Hybrid Working.
• 24 days paid leave.
• 12 Holidays
• Appropriate night-shift allowance.
• Complete health Insurance (self plus 5 dependent)
• Accidental insurance (Employee only)
• Term insurance (Employee only)
• Comprehensive annual body check-up (Employee only)
• Quarterly R&R program.
• Office is close to transport links. (walkable distance from Rai Durgam Metro Station)
• Small and friendly team.
• Attractive Group Bonus Scheme
• A diversified range of activities in an international environment.
• To be a part of a supportive and dynamic team with ambitious, yet realistic objectives for the future
• An open communication culture.

About us

PXP Financial is a well-established and respected name within the card payment industry. We boast an impressive and diverse client database across the globe and have over 30 years of experience within the payments space. Our people are employed across our regional offices located in India, Bulgaria, UK, Austria, and the US.

PXP are a leading payment provider with a reputation for a reliable payment and acquiring platform as well as offering operational excellence and best-in-class service for all of our clients. We strongly believe these are fundamental values that contribute to our customers’ success because for our clients, regardless of sector, taking payment is one of the most important parts of their business.

The India office is open daily and is ideally placed within a 5-minute walk from public transport stations located centrally in the city.