Specialist, IT Platform POS Support

Role Overview

This position sits at the front line of card and point-of-sale platform support, making sure every service request and system incident is handled quickly and correctly. You will be the person who keeps daily Close of Business routines running smoothly across card platforms, resolves issues before they affect customers, and steps in when problems need a workaround or a fix. Your work directly supports both internal teams and external fintech users, and you will also help bring new system enhancements and projects into production.

Key Responsibilities

• Act as the first point of escalation for POS and card platform incidents, triaging issues, restoring service, and documenting workarounds within agreed response times.
• Own the daily Close of Business checks across all card systems, verifying that processes completed successfully and flagging any exceptions for immediate follow-up.
• Monitor service availability and performance against agreed targets, identifying trends that could lead to outages and recommending preventive actions.
• Collaborate with second- and third-level support teams on recurring faults, contributing to root-cause analysis and ensuring fixes are tested and deployed properly.
• Handle capacity and performance tuning for existing systems, reviewing resource usage and predicting the impact of new services before they go live.
• Support projects from requirements through design, testing, and production rollout, making sure new card or POS functionality aligns with operational realities.
• Keep change management discipline by preparing release plans, improving test coverage, and providing clear input to change advisory reviews.

Requirements & Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field; a master’s degree in technology or business is a plus.
• At least four years of IT experience with a minimum of three years specifically in CMS application setup, POS support, or card channel troubleshooting within a large, highly digitalized organization.
• Hands-on familiarity with support frameworks like ITIL or COBIT, and ideally a relevant certification.
• Project management credentials such as PMP or PRINCE2 are preferred, along with any cloud, UNIX, Microsoft, or Oracle technical certification.
• Practical experience with monitoring and development tools such as Jenkins, ELK, Postman, SOAPUI, Git, Grafana, or Zabbix.
• Solid database skills using Oracle, MySQL, or PostgreSQL, with the ability to write and understand queries for investigation and reporting.
• Exposure to core banking platforms such as T24, Flexcube, or Finacle is desirable.
• Proven ability to manage third-party vendors and external support providers, including setting expectations and reviewing service delivery.
• Working knowledge of PCI-DSS and card industry security standards, applied in everyday operational decisions.
• Strong analytical skills for breaking down complex multi-component systems, plus clear documentation habits for user guides and operations handbooks.
• A track record of delivering system improvements on time and within scope, with comfortable communication at senior management level.