广州招聘

The Monitoring Lead will be responsible for owning and responding to alerts, generated by automated monitoring or otherwise, to system, product or key merchant issues. They will work with the correct support area in assisting driving the fix to completion, reaching out to the merchant and, if applicable, account or relationship manager and liaising closely with all support elements, with communication being a prime responsibility. They will be a strong element in the overall success of the GSPS department supporting our customer base.

1. The Monitoring Lead, working with his fellow peers, will respond within SLA to alerts generated to confirm, triage and if necessary, help drive the issue to completion.
2. They will own reaching out to identified affected key merchants, including account and/or relationship management, and effectively keeping all parties up to speed on resolution. If necessary, this will include supporting the merchant fully on technical issues with their appointed developer & technical contacts.
3. Communicating issues to the correct parties is an absolute imperative and will be required to work with cross functional teams to report any technical issues driving contacts.
4. Work with peers and technical verticals to leverage best practices and understand new trends, including collaborating with other GSPS resources to remain fully familiar as required for new products, procedures, pushes etc.
5. The Monitoring Lead will work with management to assist in allocating workload to meet customer demand, and may include providing ad hoc assistance for special projects in other departments, or helping with ticket and phone queues.

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