Support Engineer

• Analyze and administer the transaction flow and individual transactions using Oracle SQL, Postman, and OpenSearch
• Maintain the business-critical payment services
• Interact with partners about transaction flows
• Investigate transactions flagged for manual parsing, document detailed root-cause analysis, and update transaction statuses accordingly
• Investigate transactions stuck in pending status (payouts and funding) for longer than 3 days and escalate as needed
• Provide prompt incident response and create/manage detailed incident reports
• Guide and coordinate other employees responsible for resolving incidents
• Communicate directly with partners and banks when an issue is identified on their side, including reporting, data corrections, and file-loading discrepancies
• Support SAR reconciliation issues, including unmatched transactions, duplicate or missing report data, partner file load failures, and data mismatches between SAR and the PDP platform
• Maintain business-critical payment services and monitor for faults or degraded performance using Grafana and other monitoring tools
• Coordinate, deploy, and roll back releases
• Verify system health and graphs following each release
• Provisioning monitoring and detection of problems and faults in payment services
• Make informed decisions regarding payment processing actions based on investigation findings
• Read and apply API documentation to troubleshoot partner integrations

Application Support Analyst

• Asesorar, guiar y resolver los requerimientos técnicos y funcionales de los usuarios de SAP Ariba y otras soluciones
• Seguimiento constante en la atención de solicitudes de soporte hasta su resolución en base a los KPIs de tiempos de respuesta y solución establecidos
• Seguimiento en la atención de proveedores para los diferentes eventos de las cuentas, garantizando su efectiva participación
• Seguimiento de eventos, reporte y comunicación para el departamento de negociación
• Dar soporte al supervisor y encargado de Vivo Care en las aplicaciones que le sean asignadas
• Aclarar dudas al equipo y ser fuente de información para quien lo solicite
• Creación de manuales y guías rápidas para la atención de clientes y/o capacitación o para cualquier cuenta que lo requiera
• Sesiones de soporte durante la adopción de la herramienta para aquellas cuentas que lo requieran

Post Deployment & Support Desk Analyst

• Designs, documents, tests, and debugs software systems and/or applications.
• Participates in full development life cycle including requirements review and design.
• Participates in software design meetings and analyses user needs to establish technical requirements.
• Consults with end users to prototype, refine, test, and debug programs to meet needs.
• Creates technical specifications based on conceptual design and stated business requirements.
• Serves as a technical expert on development projects.
• Identifies and evaluates new technologies for implementation.
• Maintains documentation for software functionality; project planning; evaluations; budgeting, feedback, and improvements.
• Provides estimates, budgets, project flow, client updates, and meeting expectations.
• Minimizes risk, prepares for risk mitigation, keeps projects on track.
• Manages user requirements and provides timely project updates.
• Analyzes program codes to find causes of errors and revise as needed.
• Provides feedback for performance appraisals of team members.

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Application Support Analyst

Post Deployment & Support Desk Analyst

App Dev & Support Engineer III