Technical Service Manager

App developers, stores and payment providers cross the threshold into the Bango ecosystem to converge, grow and thrive.

By bringing businesses together and powering e-commerce with unique data-driven insights, Bango delivers new business opportunities and new dimensions of growth for customers around the world. Being inside the Bango circle means global merchants including Amazon, Google and Microsoft can work together with payment partners from Africa to the Americas, accelerating the performance of everyone on the inside.

Bango. Thrive inside the circle.


The Role:

We are currently recruiting a Technical Service Manager to be the main point of contact for technical issues and to work closely with one of our key customers. The ability to drive complex issue management will come naturally as ideally you will be a technical and functional expert. With a passion for learning and a ‘can do’ attitude you will join a team that monitors and maintains the Bango environment and will be responsible for providing both technical expertise and productivity support. 

As the Technical Service Manager you will put your technology and business knowledge to use by helping to manage the challenges our customers might face. Within the role you will be working closely with teams across Bango including, Engineering, Tech Sales, Operations, Marketing and  People.

Sound interesting so far? Great, you’ll also be a natural self-learner and you are passionate about problem solving  – you’ll love solving complex technical challenges, and ultimately dedicated to the success of our customers.

Responsibilities 

  • Being the point of contact for a set of Merchant Connections to Operators, providing technical support and consulting whilst ensuring best practice is carried out
  • Build key strategic working relationships with stakeholders, ensuring that you understand the business needs and outcomes that are desired
  • Work with our customers and internal teams to support on post-integration issues
  • Be the technical liaison with the Merchant on all support tickets.
  • Identify and report on irregularities, and any unexpected behaviours within the service, ensuring that any major issues are communicated effectively to internal team members and stakeholders
  • Efficiently diagnose and identify any issues relating to APIs, Services, Network connectivity and code.
  • Acts as a subject matter expert for internal colleagues and customer for technical issues related to that merchant connections
  • Monitor customer support requests to identify any recurring incidents / problems and recommend both technical and process related changes
  • Responsible for organising / attending regular review meetings to discuss key issues both internally and with the Merchant
  • Responsible for ensuring any changes to live routes have been documented and communicated to stakeholders
  • Work closely across functions to ensure new requirements / bug fixes are prioritised, acting as the Merchant champion within Bango, and SLA’s are met
  • Creates, monitors and adjusts pro-active monitoring to ensure early identification of technical issues
  • Responsible for customer extended care post route launch
  • Contribute to regular reports detailing Bango performance against customer SLA’s
  • Continue to research into the development of tools, and systems and process to help improve our service supportability
  • Identify areas where Bango can offer improved service or reduce support costs
  • Provides documented guides and technical workshops to peers in order to ensure appropriate knowledge sharing
  • Be familiar with other Merchant connections to allow out of hours shift rota coverage.

Essentials:

  • Some 24/7 cover may be required – you will be prepared for escalations that might be out of business hours 
  • Minimum of 2 year’s experience in a technical support / NOC environment 
  • Working knowledge of SLA’s 
  • Confident communicating at all levels, and adjusting communication styles accordingly (CEO, Chair, Developers, People team etc)
  • Experience of analysing data within a SQL database
  • Experience acting as a service delivery manager or supplier manager
  • Proven track record of troubleshooting technical issues / complex problem solving
  • Excellent organisational skills and an attention to detail
  • Excellent oral and written communication skills with both technical and non-technical audience
  • Proven track record of learning new technologies including employer specific software, you will also be supporting a developing product suite
  • High personal integrity, honesty, reliability and dedication
  • Level head, calm and clear thinking, open minded and flexible

Desirables:

  • Support of a web-based internet service operating in a ‘real time’ mission critical environment.
  • Experience of Windows Server, web servers, and a basic knowledge of .Net
  • Understanding of AWS cloud services
  • Experience of virtualisation, security or SAN
  • Experience in performing maintenance, monitoring and optimization
  • Good working knowledge of data security and protection.

Benefits

  • A friendly, informal working environment
  • Your own Bango buddy - to help you settle in
  • Bendi-time (flexible working hours)
  • Bango social events
  • Choose your own headphones, keyboard & mouse
  • Generous share option scheme
  • Private Medical Insurance
  • Health Cash Plan
  • 25 days holiday a year increasing to 28 days with 4 years' service
  • Cycle to work, gym discount
  • Weekly onsite Pilates and Yoga classes, weekly onsite massages
  • Financial support for employee activity groups and charitable activities
  • Free fruit, drinks and snacks, limitless tea, coffee and good quality espressos
  • Company branded hoodie… to keep you happy and comfortable 
  • Group personal pension scheme
  • Life assurance
  • Employee Assistance Program
  • 1 Password
  • Income Protection
  • Personalized and Bango branded Chilly's bottle and coffee cup  

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