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Technical Support Representative

hace 2 semanas

Lima, Perú Bevertec A tiempo completo

Technical Support Agent – Financial Transaction & Card Solution Monitoring

Location:
PERU

Department: IT Operations / Technical Support

Job Overview

We are seeking a highly skilled and detail-oriented Technical Support Agent to join our team responsible for monitoring and maintaining the Financial Transaction Solution and Comprehensive Card Solution platforms. The ideal candidate will ensure secure, efficient, and uninterrupted transaction processing while supporting critical systems, applications, and infrastructure.

Key Responsibilities:

Application Transactions Monitoring:

  • Continuously monitor and manage real-time financial transaction activities and logs within the Financial Transaction Solution.
  • Investigate and troubleshoot transaction failures, discrepancies, and anomalies.
  • Work closely with stakeholders to ensure seamless transaction processing and minimal downtime.

HSM (Hardware Security Module) Transactions:

  • Monitor and maintain HSM transaction flows, ensuring secure transaction data processing.
  • Respond to HSM alerts and errors, performing troubleshooting and escalation when necessary.
  • Manage and track HSM security keys and certificates.

System Resource Monitoring (Space, CPU, RAM):

  • Regularly check server performance metrics, including disk space, CPU usage, and RAM to ensure optimal performance.
  • Proactively address server resource issues to prevent system overloads or downtime.
  • Work with system administrators to optimize server performance and capacity.

Monitoring Scripts and Query Monitoring:

  • Develop and maintain scripts for system monitoring, alerting and automation.
  • Implement query-based monitoring solutions to track transaction data and identify performance bottlenecks.
  • Optimize and tune scripts and queries for system efficiency.

Merchant Declining Notifications & Troubleshooting:

  • Monitor merchant transaction decline notifications and investigate underlying causes.
  • Perform root cause analysis for transaction declines, including integration issues, network problems, and card-related errors.
  • Resolve or escalate issues as required, ensuring minimal merchant downtime.

SFTP Checks:

  • Monitor and manage SFTP transfers for secure file transmissions between systems.
  • Verify file delivery, permissions, and transfer success to ensure proper data flow.

Incident Reporting & Management:

  • Accurately document and report incidents, issues, and failures in the monitoring systems.
  • Assist in the incident management lifecycle, from identification to resolution.
  • Provide detailed reports on incidents, including root cause analysis and corrective actions taken.
  • Collaborate with team members to improve incident response and system uptime.

Required Skills & Qualifications

  • C++ Programming (Beginner to intermediate)
  • Linux Command Line (Intermediate)
  • Oracle Database (Intermediate)
  • Wazuh Security Monitoring
  • PRTG Monitoring
  • Grafana Monitoring
  • Basic Networking Knowledge
  • Basic AWS Skills

Preferred Qualifications

  • Experience in financial services or payment processing environments
  • Knowledge of PCI DSS compliance standards
  • Understanding of ISO 8583 or similar financial messaging protocols
  • Linux or AWS certifications

Working Conditions

Schedule: 8 hours per day. On-call or shift work may be required.

Environment: Fast-paced, high-availability operational environment.