Command Centre Operator

Job Title Command Centre Operator Location Rosebank - Johannesburg, 2196 ZA (Primary)

Occupational Level Skilled Job Category IT Operations Job Type Permanent Description PayInc is a purpose-driven payments provider building on over 50 years of trusted history in South Africa's payments ecosystem. Our mission is to connect people, businesses, and economies through secure, efficient and inclusive digital payments infrastructure and be a catalyst for financial inclusion and economic growth. From EFT's and cards to PayShap, PayInc provides the backbone that enables money to move safely across the economy. At our core, we exist to make great connections, empowering participation, enabling growth, and ensuring no one is left behind

PURPOSE:

All Monitoring & Processing of Critical systems, processes & Infrastructure

The IT operations management is the process of managing the day-to-day PayInc IT infrastructure including the monitoring, performance, availability, reporting and management of the computing, networking, and application environments.

IT operations are critical within the organisation and responsible for the delivery of high-quality services in support of the business, and to provide operational management, for all services provided to PayInc clients.

The Command Centre Operators provide Service Monitoring management, and support for all services and systems provided to PayInc Stakeholders (internal and external) on a 24 X 7 basis ensuring that all systems and applications are monitored to ensure, processing, availability, capacity and performance levels are met as per agreed service levels. There are four separate shifts teams made up of approximately:

• 08 Command Centre Operators
• 1 Command Centre Operations Specialist
• 1 Team leader
• 1 Service Manager

The Command Centre Operators are required to optimally manage the operations environment and to ensure that all outages and anomalies are escalated, communicated, and resolved efficiently in a timeous manner.

You will engage with the following stakeholders:

Internal Stakeholders

• Management
• Business
• Technical Teams
• Service Desk

External stakeholders

• Payments Association of South Africa
• South African Reserve Bank
• Banks
• Third-Party Payment Provider Sponsor

Your key responsibilities include:

PayInc’s payment clearing services enable the smooth, efficient processing and settlement of millions of interbank transactions daily, across the digital, retail, financial, bulk-clearing and across regions.

Command Centre operators perform these specialized tasks daily

• Command Centre operators perform Start of Day procedures on the backend systems as per run instructions. Command Centre operators perform Back-end and Front-End Delivery Clean-up as per run instructions.
• Ensure all Core processes are set to Active state and Start Core processes.
• Ensure all Applications are in running mode.
• During processing ensure that all execution jobs completed successfully.
• Ensure processing of inward and outward batch files across all production services.
• During processing confirm that all End of Day processes complete successfully.
• Execute daily backups and confirm that processing complete successfully.
• During processing ensure that all Settlement notification messages are submitted to SARB/SAMOS for settlement and acknowledgement messages are received back on the day
  • Secl.010 to Banks
  • Pacs.010 to SARB SAMOS for settlement
  • Pacs.002 Acknowledgement messages are received back from SARB on the day

Service Monitored by the Command Centre Operations include:

All payment stream Batch Services

• EFT - Electronic Funds Transfer
• ICMS / NCMS - Integrated Cash Management Service
• DMC&S - Dual Message Clearing & Settlement
• AC - Authenticated Collections / Mandates
• RM – Mandates
• AVS Batch - Account Verification Service
• RTC Batch
• ATM Batch
• SMS POS Batch
• TCIB Transactions Cleared on Immediate Basis

Real Time Services

• ATM SMS
• SMS POS
• DMS
• RTC
• AC Realtime
• AVS Realtime
• CNP 3D Secure
• MASTERCARD
• UPI
• FI Fraud
• Settlements SAMOS/Settement(All Settlement Notification Messages)
• SWIFT
• File Delivery Monitoring

Command Centre Operators fulfil a critical role in Problem resolution:

• Responsibilities include following on Rejected files, Duplicate file checking, Incorrect File Structure, File/s acknowledgement not received from bank/s.
• CSP and Direct submission users, contacting bank/s that performs below the required success threshold for online transactions.
• Updating of user profile e.g., Limits / Nominated details / Generation numbers 24 x 7.
• Proactive monitoring, identification, and timeous escalation to ensure resolution of problems occurring in the operational environment and to minimize or eliminate the impact on processing.
• Continual follow up on calls logged until closure (SLA)

Command Centre Operators Escalation and Communication and reporting responsibilities

• Ensure timeous and accurate logging of Incidents and RFS when they occur (as per SLA). RFS to be managed until closure.
• Report and escalate any alerts or anomalies detected by the monitoring and processing of services.
• Report any end user technology /equipment malfunction to IT Support
• Timeous and accurate Customer communications (Within SLA) to Management/Internal stakeholders.
• Ensure group emails are monitored; customer queries are responded to within SLA.
• Provide accurate and timeous communication.
• Proactively identify system / processing issues through effective monitoring, escalate any abnormalities to the correct internal and external clients as per escalation procedure “SMS and E-Mail” notifications.
• Deliver on Corporate score card and BU goals.
• Ensure that all regular run sheets, hand over documents, are updated and signed off daily. Anomalies to be carried to the next shift and managed until resolved.

Command Centre Operators: Compliance and Risk

• Operate as per standard operating procedures
• Deliver on internal and external stakeholder requirements / SLAs.
• Manage and maintain good stakeholder relationships.
• Comply with relevant policies & procedures, regulation, and legislation.
• Ensure all policies and procedures are read, understood, and acknowledged
• Identify and escalate risks appropriately.
• Assist fellow team members to ensure understanding of required deliverables and stay abreast of technical skills.
• Contribute to the development of a positive team culture.

QUALIFICATIONS/KNOWLEDGE

• Matric
• Intermediate Microsoft Office knowledge
• COMPTIA A+ and COMPTIA N+ certified
• Basic knowledge of executing Linux and Windows commands
• Fundamental Cloud Computing certification an advantage (AWS)
• Knowledge of core AWS services and AWS CLI
• AI and Machine Learning

EXPERIENCE

• Monitoring operating systems to ensure, processing, availability, capacity, and performance levels are met as per agreed service levels.
• 5 to 10 years’ experience in payments or Fintech domain and understanding of the payment process flows (Understanding of PayInc systems and processes an advantage)
• Experience with monitoring solutions such as CloudWatch, Prometheus, Observability will be advantageous.
• Ability to troubleshoot distributed systems (Databases, Applications, Networks)
• Strong experience in customer engagement
• Good communication skills, both written and verbal
• Strong time management and organizational skills