Officer (Senior Payment Technician)

Key Responsibilities

• Provide daily production support and monitoring for payment and card processing systems,
  ensuring high availability and stable transaction processing.
• Monitor and troubleshoot payment transactions, interfaces, connectivity, system alerts,
  declines, reversals, timeouts, duplicate transactions, and posting issues.
• Perform end-to-end transaction tracing and root cause analysis using transaction data, system
  logs, and database records.
• Support Visa, Mastercard, JCB, UPI, MPU and other payment card transactions across Issuing,
  Acquiring, POS, ATM, E-Commerce, Payment Gateway, and MMQR channels.
• Analyze payment transaction details including RRN, STAN, authorization codes, response codes,
  processing codes, terminal ID, and merchant ID.
• Manage payment incidents in accordance with defined SLA, escalation, incident, and problem
  management procedures, including RCA and corrective/preventive actions.
• Support clearing, settlement, reconciliation, and exception investigation, coordinating with
  Operations, Finance, and relevant stakeholders.
• Use SQL/Oracle and other technical tools to investigate transactions, analyze databases and
  logs, and prepare transaction investigation reports.
• Coordinate with IT, NOC, Infrastructure, Security, Operations, Business teams, Vendors,
  Processors, and Payment schemes to resolve technical and operational issues.
• Support payment system upgrades, migrations, enhancements, integrations, and new
  implementations, including SIT, UAT, regression, certification, and production validation.
• Support Visa, Mastercard, JCB, UPI, and MPU certification and scheme mandate implementation
  activities.
• Support POS and ATM configuration, integration, testing, deployment, troubleshooting, and
  transaction validation.
• Participate in DR/BCP exercises, including system validation, recovery testing, issue tracking, and
  post-drill review.
• Prepare and maintain SOPs, troubleshooting guides, payment flow documents, escalation
  procedures, and operational documentation.
• Provide technical guidance and knowledge sharing to junior team members and contribute to
  continuous improvement of payment support processes.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Engineering, Business
  Administration, Finance, Banking, or a related discipline.
• 2–4+ years of relevant experience in Payment Support, Banking IT, Card Technology, Application
  Support, or a related field.
• Strong practical knowledge of card issuing/acquiring, payment switches, POS, ATM, E
  Commerce, QR/MMQR, authorization, clearing, settlement, reconciliation, refund, reversal, and
  dispute/chargeback processes.
• Experience with payment processors, vendors, and international payment schemes such as Visa,
  Mastercard, JCB, UPI, or MPU is an advantage.
• Working knowledge of SQL/Oracle, API/system integration, payment messages, EMV,
  application/database log analysis, file processing, and system monitoring.
• Good understanding of incident management, SLA management, root cause analysis, change
  management, testing, and IT service management practices.
• Strong analytical, troubleshooting, problem-solving, communication, stakeholder management,
  and teamwork skills.
• Relevant certifications in payment systems, banking technology, IT service management, or
  project management are an advantage.
• Ability to work under pressure, manage critical incidents, coordinate across multiple teams, and
  support business-critical payment services.

Soft Skills

• Learning Agility – Willingness and ability to learn payment systems, card technologies,
  transaction flows, and operational procedures.
• Communication Skills – Able to communicate clearly and professionally with team members and
  relevant stakeholders.
• Teamwork & Collaboration – Willing to work closely with Payment Operations, IT, NOC, vendors,
  and other teams.
• Problem-Solving Skills – Able to investigate basic issues, identify possible causes, and escalate
  problems when required.
• Team Player – Demonstrates a positive attitude and willingness to support colleagues and learn
  from experienced team members.
• Analytical Thinking – Able to understand basic payment flows and identify unusual or abnormal
  transaction behavior.
• Problem-Solving Skills – Able to investigate basic payment issues and identify possible causes
  with guidance from senior team members.
• Attention to Detail – Careful and accurate when reviewing transaction details, reports, system
  alerts, and operational records.