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المستوى الأول لضمان تغطية المناوبات المناسبة وامتلاك التذاكر. \r\n تعيين ومُحدد أولويات مهام الدعم بما يتماشى مع SLA وأولويات العمل. \r\n إرشاد وتطوير أعضاء الفريق من خلال التوجيه المستمر وتقديم الملاحظات. \r\n 🛠️ عمليات دعم التطبيقات \r\n الإشراف على استكشاف الأخطاء الأولية وإصلاحها للتطبيقات المصرفية الأساسية (مثل: الخدمات المصرفية عبر الهاتف المحمول، الخدمات المصرفية عبر الإنترنت، إدارة علاقات العملاء CRM، الدفع الفوري UPI). \r\n مساعدة الفريق في حل المشكلات الشائعة: فشل تسجيل الدخول، تعطل التطبيق، انتهاء جلسات العمل، أخطاء الدفع، إلخ. \r\n تقديم التوجيهات الفنية وضمان الجودة في حل التذاكر. \r\n 🚨 إدارة الحوادث \r\n العمل كنقطة الاتصال الأولى للحوادث، وضمان تسجيلها وتصنيفها وتحديد أولوياتها بشكل صحيح. \r\n تنسيق الاستجابة للحوادث ذات التأثير العالي أو الرئيسية، بما في ذلك إشعار الفريق، والحلول المؤقتة، وتحديثات الاتصال. \r\n ضمان تقديم تحديثات حالة الحوادث للأطراف المعنية حتى الحل أو التصعيد. \r\n توثيق خطوات الحوادث والمساعدة في مراجعات ما بعد الحادث أو ملخصات السبب الجذري. \r\n مراقبة طوابير التذاكر وإرسال تنبيهات لفرق الدعم الخلفية بشأن الأنماط المتكررة أو المشكلات الناشئة. \r\n 🧾 التذاكر والتقارير \r\n الحفاظ على سجلات عالية الجودة في نظام التذاكر (مثل: ServiceNow، Jira). \r\n تتبع وإعداد التقارير حول مقاييس التذاكر: الامتثال لمستويات أداء الخدمة (SLA)، أوقات استجابة الحوادث، الحل من أول اتصال (FCR). \r\n اقتراح تحسينات بناءً على اتجاهات المشكلات المتكررة. \r\n 📚 المعرفة والتوثيق \r\n الحفاظ على إجراءات التشغيل القياسية (SOPs) الخاصة بالفريق وأدلة استكشاف الأخطاء للقضايا المعروفة. \r\n مراجعة وتحديث مقالات قاعدة المعرفة بانتظام. \r\n تدريب أعضاء الفريق الجدد وضمان تطبيق معايير موحدة عبر الفريق. \r\n المتطلبات\r\nالمهارات والخبرة:\r\n 3 سنوات أو أكثر في دعم تكنولوجيا المعلومات/التطبيقات، مع سنة واحدة على الأقل في دور قيادي للفريق. \r\n فهم قوي لتطبيقات الخدمات المصرفية وأنماط مشكلات المستخدمين النهائيين. \r\n خبرة في التعامل مع إجراءات سير العمل التقنية للحوادث وإجراءات التصعيد. \r\n مهارات ممتازة في الاتصال الشفهي والكتابي والتنسيق. \r\n معرفة أساسية بالسجلات (Logs) أو استعلامات SQL أو مشكلات واجهة برمجة التطبيقات (API) تُعد ميزة إضافية. \r\n القدرة على البقاء هادئًا ومنظمًا تحت الضغط أثناء الاستجابة للحوادث.\r\n ","price":"الراتب عند المقابلة","unit":"per year","currency":null,"company":"Workable","language":"ar","online":1,"infoType":2,"biz":"jobs","postDate":"1756545280000","seoName":"tier-1-application-support-team-lead-banking","supplement":null,"author":null,"originalPrice":null,"soldCnt":null,"topSeller":null,"source":2,"cardType":null,"action":"https://sa.ok.com/ar/city/cate-management12/tier-1-application-support-team-lead-banking-6336991037683311/","localIds":"333","cateId":null,"tid":null,"logParams":{"tid":"429a3ac5-4c4a-423f-9f64-e37f53a9aa38","sid":"a1dcc2f5-618f-48f0-a05b-bb97b30ee129"},"attrParams":{"summary":null,"highLight":["قيادة فريق الدعم من المستوى الأول","إدارة حل الحوادث والامتثال لمستويات أداء الخدمة (SLA)","إرشاد المحللين وتحسين مقاييس 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الإدارة في المملكة العربية السعودية
أفضل تطابق
تصفية·1
الإدارة
الموقع
راتب
نوع الوظيفة
نوع مكان العمل
الوحدة النقدية
الفئة:الإدارة
مدير عمليات بوابات الدفع63359985644801110
Workable
مدير عمليات بوابات الدفع
يلعب مدير عمليات بوابات الدفع دورًا حيويًا في العمليات اليومية وأداء نظام معالجة المدفوعات للشركة. ستقود فريقًا من المتخصصين في الدفع لضمان معاملات دفع سلسة وآمنة وفعالة للتجار والعملاء التابعين للشركة. تعاونك مع الفرق المتعددة الوظائف لتبسيط سير العمل ومعالجة التحديات وتحسين البنية التحتية للدفع يُعد أمرًا أساسيًا لدعم نمو أعمال الشركة. المسؤوليات إدارة فريق من المتخصصين في الدفع مسؤولين عن معالجة المعاملات ومطابقتها ورصدها تطوير وتنفيذ السياسات والإجراءات والضوابط التشغيلية لضمان الامتثال تحليل البيانات وتحديد الاتجاهات وتنفيذ تحسينات العمليات لتعزيز الكفاءة وتجربة العملاء التصرف كنقطة الاتصال الرئيسية للتجار والمزودين لحل المشكلات المتعلقة بالدفع التعاون مع فريق تحليلات مخاطر الاحتيال لتطوير إجراءات اكتشاف الاحتيال والوقاية منه تحديد فرص الأتمتة والتكامل لتبسيط العمليات مراقبة مقاييس الأداء والمؤشرات الأساسية ومستويات أداء الخدمة وإعداد تقارير عن حالة نظام الدفع الإسهام في تطوير وتحسين الميزات المرتبطة بالمنصة الخاصة بالدفع تقديم الخبرة الفنية والتوصيات إلى الفرق المتعددة الوظائف البقاء على اطلاع باتجاهات الصناعة والتكنولوجيا واللوائح وتنفيذ التغييرات اللازمة التعاون مع مديري المنتجات لدفع الابتكار وتحسين تجربة المستخدم إدارة وتطوير الفريق للعمل على مدار الساعة طوال أيام الأسبوع طوال العام لدعم العمليات المالية وعمليات الدفع دعم إطلاق خيارات دفع جديدة والتعاون في إدراج الشركاء المتطلبات ● درجة البكالوريوس في علوم الحاسوب أو التمويل أو مجال ذي صلة ● خبرة إدارية لا تقل عن 5 سنوات في عمليات بوابات الدفع، ويفضل أن تكون في مجال التجارة الإلكترونية أو الخدمات المالية ● فهم قوي لسير عمل معالجة المدفوعات والبوابات والتكاملات ● معرفة باللوائح الصناعية ومعايير الأمان واستراتيجيات الوقاية من الاحتيال ● إجادة تحليل البيانات وإعداد التقارير وتحسين العمليات ● مهارات ممتازة في إدارة المشاريع وحل المشكلات واتخاذ القرارات ● قدرة مثبتة على قيادة وتحفيز فريق من المتخصصين في الدفع ● مهارات اتصال فعالة وإدارة أصحاب المصلحة ● خبرة في المطابقة وحل النزاعات وإدارة المطالبات ● مهارات كمية وتحليلية قوية، مع إجادة النمذجة المالية وقواعد البيانات ● القدرة على فهم العمليات التجارية وتأثيرها على فريق المالية ● مهارات بحثية حيوية وتفكير نقدي وحل المشكلات ● خبرة في تكنولوجيا B2C أو التكنولوجيا المالية (fintech) أو خدمات الدفع تعتبر ميزة إضافية
Makkah Saudi Arabia
الراتب عند المقابلة
قائد فريق دعم التطبيقات من المستوى الأول - الخدمات المصرفية63369910376833111
Workable
قائد فريق دعم التطبيقات من المستوى الأول - الخدمات المصرفية
ملخص الوظيفة: يُشرف قائد فريق دعم التطبيقات من المستوى الأول على فريق مسؤول عن الدعم الأمامي لتطبيقات الخدمات المصرفية. في هذا الدور، ستتولى إدارة التعامل مع الحوادث، والتنسيق مع فرق التصعيد، وضمان حل المشكلات التي تؤثر على العملاء بسرعة وفعالية. ويجمع هذا الدور بين استكشاف الأخطاء وإصلاحها عمليًا، والقيادة، وتنسيق الحوادث. 🔹 المسؤوليات الرئيسية: 🧑‍💼 القيادة والتنسيق الفريق الإشراف على محللي المستوى الأول لضمان تغطية المناوبات المناسبة وامتلاك التذاكر. تعيين ومُحدد أولويات مهام الدعم بما يتماشى مع SLA وأولويات العمل. إرشاد وتطوير أعضاء الفريق من خلال التوجيه المستمر وتقديم الملاحظات. 🛠️ عمليات دعم التطبيقات الإشراف على استكشاف الأخطاء الأولية وإصلاحها للتطبيقات المصرفية الأساسية (مثل: الخدمات المصرفية عبر الهاتف المحمول، الخدمات المصرفية عبر الإنترنت، إدارة علاقات العملاء CRM، الدفع الفوري UPI). مساعدة الفريق في حل المشكلات الشائعة: فشل تسجيل الدخول، تعطل التطبيق، انتهاء جلسات العمل، أخطاء الدفع، إلخ. تقديم التوجيهات الفنية وضمان الجودة في حل التذاكر. 🚨 إدارة الحوادث العمل كنقطة الاتصال الأولى للحوادث، وضمان تسجيلها وتصنيفها وتحديد أولوياتها بشكل صحيح. تنسيق الاستجابة للحوادث ذات التأثير العالي أو الرئيسية، بما في ذلك إشعار الفريق، والحلول المؤقتة، وتحديثات الاتصال. ضمان تقديم تحديثات حالة الحوادث للأطراف المعنية حتى الحل أو التصعيد. توثيق خطوات الحوادث والمساعدة في مراجعات ما بعد الحادث أو ملخصات السبب الجذري. مراقبة طوابير التذاكر وإرسال تنبيهات لفرق الدعم الخلفية بشأن الأنماط المتكررة أو المشكلات الناشئة. 🧾 التذاكر والتقارير الحفاظ على سجلات عالية الجودة في نظام التذاكر (مثل: ServiceNow، Jira). تتبع وإعداد التقارير حول مقاييس التذاكر: الامتثال لمستويات أداء الخدمة (SLA)، أوقات استجابة الحوادث، الحل من أول اتصال (FCR). اقتراح تحسينات بناءً على اتجاهات المشكلات المتكررة. 📚 المعرفة والتوثيق الحفاظ على إجراءات التشغيل القياسية (SOPs) الخاصة بالفريق وأدلة استكشاف الأخطاء للقضايا المعروفة. مراجعة وتحديث مقالات قاعدة المعرفة بانتظام. تدريب أعضاء الفريق الجدد وضمان تطبيق معايير موحدة عبر الفريق. المتطلبات المهارات والخبرة: 3 سنوات أو أكثر في دعم تكنولوجيا المعلومات/التطبيقات، مع سنة واحدة على الأقل في دور قيادي للفريق. فهم قوي لتطبيقات الخدمات المصرفية وأنماط مشكلات المستخدمين النهائيين. خبرة في التعامل مع إجراءات سير العمل التقنية للحوادث وإجراءات التصعيد. مهارات ممتازة في الاتصال الشفهي والكتابي والتنسيق. معرفة أساسية بالسجلات (Logs) أو استعلامات SQL أو مشكلات واجهة برمجة التطبيقات (API) تُعد ميزة إضافية. القدرة على البقاء هادئًا ومنظمًا تحت الضغط أثناء الاستجابة للحوادث.
Riyadh Saudi Arabia
الراتب عند المقابلة
مدن رائجةactive
كوكيز
إعدادات الكوكيز
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