Production Support Engineer

About Us:

Network International is the largest Financial Technology company in Middle East and Africa. Payments is our core business where we provide services in more than 50 countries – UAE, Jordan, South Africa, Egypt are some of our key markets. Apart from payments, we provide services on Data and Insights, Lending, Insurance, Risk Solutions, etc. Our core customers are businesses at every scale and segment, though recently we are growing in direct to consumer card segment as well.

Our EVP's:

At Network International, we always stay ahead. . In the fast-paced world of financial services, we thrive on innovation, agility, and purposeful collaboration. We invest first in our people, empowering you to make bold decisions, learn fast, and grow your expertise alongside industry leaders. Here, solving complex problems means more than using cutting-edge technology; it’s about creating meaningful value for our customers, together. We foster a culture where trust, accountability, and achievement go hand in hand—because success isn’t just a goal; it’s how we work, every day, as one team.

Job Description:

The Production Support Engineer is responsible for efficiently ensuring stable and reliable production services, such as Gateway and Aggregation Transaction processing, Backoffice and Admin portal functionality, and delivery of Reporting and Markoff resources, as well as month end Financial services.

The role includes the responsibility to provide service diagnostics, continuous trend analysis, as well as the reporting thereof.

A Production Support Engineers is also responsible for 3rd level investigation, diagnoses, and development of solutions for, or escalation of incidents and problems to relevant technical departments.

Responsibilities:

• Develop a deep technical understanding of the systems, services, and products that we offer, and how to resolve any issues that may arise, as well as recommend improvements or features
• Assisting with Implementation of the Processes for Incident resolution
o Ensuring that all problems, incidents, and the resolution thereof are tracked in ticketing system
• 3rd level investigation of problems for identification
• Debugging and Developing solutions to identified problems
• Escalating identified problems to relevant team if issue cannot be resolved internally
• Foster a culture that consistently and continuously analyses data, systems, services, and applications in a proactive manner to predict, detect, and resolve recurring issues, errors, and anomalies

Experience
• Production System and Service Support, Investigation of issues, and Diagnosis thereof.
• Reading and understanding of logs files, source code, and Databases.
• Software development, and debugging skills.
• Managing Tickets and service desk system, such as Jira.
• Communication with 3rd parties for escalations and resolutions.
• Communicating to Business on status of incidents and their resolution.
• Experience in a technical / data / analytical role.

Knowledge
• System and Service Development.
• Software Development Lifecycle.
• DevOps practices and methodologies.
• Experience with monitoring of systems, detecting, troubleshooting, and driving mitigation for degraded service or outages.
• Experience in a technical / data / analytical role.
• Working in e-commerce / payment industry / banking / technical systems.

Skills
• Lead by example with organizational skills and a strong work ethic
• Proven technical aptitude with ability to analyze transactional logs
• Innovative proactive solution-driven problem-solver
• Multi-tasker that can work under pressure with a sense of urgency, capable of addressing multiple issues with the same level of attention to detail, and prioritize well
• Strong reporting and analytical skills
• Adapt well to change and possess a desire to learn new things
• Interpersonal skills with ability to collaborate successfully with people
• Able to oversee afterhours shifts during the week, on weekends, and public holidays

Network International is an equal opportunity employer. We welcome and encourage applications from candidates of all backgrounds, nationalities, and experience levels. We are committed to creating an inclusive workplace where innovation, diversity, and performance thrive.