Application Support Executive

Application Support Executive

Location: Morristown, NJ

Note: It is for Prod support for L2, L3 on Windows OS.

Seniority level: Mid-Senior level

Employment type: Contract

Job function: Information Technology

Industries: IT Services and IT Consulting

• Monitor and resolve issues in payment applications (e.g., payment gateways, POS systems, card processing platforms) to ensure minimal downtime and adherence to SLAs.
• Provide L2/L3 support for payment systems, addressing issues related to transaction failures, connectivity, and integrations with card networks (e.g., Visa, Mastercard, Amex), acquirers, and issuers.
• Troubleshoot and support end-to-end payment card transaction processes, including authorization, clearing, settlement, and reconciliation for credit and debit cards.
• Investigate and resolve disputes, manage chargeback processes, and ensure compliance with card network rules (e.g., Visa’s TCR, Mastercard’s dispute resolution).
• Monitor and analyze transaction patterns using fraud detection tools, support fraud prevention measures like tokenization, 3D Secure, and risk scoring systems.
• Perform updates, patches, and configurations for payment applications, ensuring security, PCI DSS compliance, and optimal performance.
• Analyze logs, debug code, and perform root cause analysis for issues in payment workflows, including ISO 8583 message processing, EMV transactions, and fraud alerts.
• Partner with development, QA, infrastructure, and fraud teams to resolve issues, deploy fixes, and implement system enhancements.
• Communicate with internal teams and external clients (e.g., merchants, banks) to resolve payment, dispute, or fraud-related queries promptly.
• Use tools like Splunk or Dynatrace to monitor transaction success rates, system performance, and fraud trends; generate reports for stakeholders.
• Maintain detailed records of incidents, resolutions, dispute cases, and system configurations for compliance and knowledge sharing.
• Identify opportunities to streamline payment processes, reduce chargeback rates, and enhance fraud detection through automation or system optimizations.
• Ensure adherence to payment industry standards (e.g., PCI DSS, EMV, PSD2, GDPR) and implement security practices to protect cardholder data.

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