Summary:
In this pivotal role, you will provide centralized integration and operational support to the Hong Kong-based team, enabling client integration activities and enhancing solution implementations through hands-on troubleshooting, comprehensive data and log analysis, tailored reporting support, and continuous optimization of integration processes. Serving as a central point of execution and coordination, ensuring timely access to technical data, effective issue resolution, and operational enablement across business, merchant, and integration workflows. The role is based in India and works closely with cross-functional teams including Engineering, Product, Risk, Operations, and Sales Operations, while primarily supporting stakeholders in Hong Kong.
Responsibilities:
- Data & Log Support:
- Provide timely accurate technical data and operational insights that drive business decisions, merchant activities, and integration processes.
- Conduct investigation of integration issues, merchant inquiries, and operational incidents through data analysis.
- Uphold data accuracy, completeness, and timely delivery of requested data to the Hong Kong team.
- Integration & Technical Operations Support:
- Act as a first-line support for integration-related operational requests (e.g., API usage, payment flow issues, reporting discrepancies).
- Assist with troubleshooting technical or data-related questions in collaboration with Engineering and Product teams.
- Maintain documentation of common integration issues, log access procedures, and support workflows.
- Cross-Regional Collaboration:
- Build and maintain strong relationships with stakeholders in Hong Kong to improve integration operational efficiencies, ensuring effective communication and operating across time zones.
- Coordinate closely with cross-functional teams (Engineering, Risk, Compliance, Analytics) to fulfill complex data requests, identify and resolve integration challenges.
- Support escalation management by gathering required evidence and technical details.
- Process & Governance:
- Follow Company's data access, security, and compliance policies when handling sensitive information.
- Track incoming requests, turnaround times, and resolution status to ensure service-level expectations are met.
- Identify opportunities to standardize, automate, or improve data retrieval and reporting processes.
- Deal Desk&ndashLike Enablement:
- Support pre- and post-integration activities by providing data insights that enable decision-making.
- Assist with merchant onboarding support, performance analysis, and operational readiness checks where applicable.
Requirements:
- Minimum 5 years of working experience in integration support, technical operations, or a related role within the technology sector with a strong understanding of payment systems, APIs, logs, and transaction data.
- Bachelor&rsquos degree in Computer Science, Information Systems, Engineering, Business, or a related field (or equivalent practical experience).
Required Skills:
- Demonstrated hands-on troubleshooting capability, with a structured approach to problem-solving.
- Strong process awareness and tool literacy, with the ability to quickly learn and navigate internal systems.
- Solid understanding of payment systems, APIs, transaction flows, and system logs.
- Hands-on experience with SQL, internal reporting tools, log query systems, or CRM platforms (e.g., Salesforce).
- Ability to translate technical findings into clear, actionable insights for non-technical stakeholders.
- Strong attention to detail, sense of urgency, and ability to manage multiple concurrent requests.
- Excellent written and verbal communication skills in English.
- Comfortable working with global teams across time zones.
Preferred Skills:
- Prior experience in payments, fintech, or e-commerce platforms.
- Experience supporting Sales, Account Management, or Sales Operations teams.
- Prior exposure to Salesforce administration or operational support.
- Knowledge of data governance, privacy, and compliance requirements.
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