We are looking for an experienced IT Service Desk Subject Matter Expert (SME) to provide Level 1 and Level 2 production support for our Card Management System (CMS), preferably TSYS PRIME or a similar platform. The role requires monitoring production services, performing initial troubleshooting, coordinating incident resolution, and ensuring high service availability.

The ideal candidate should possess a good understanding of the payment cards business, including the end-to-end card lifecycle, card issuing operations, transaction processing, and customer servicing. The candidate will work closely with architects, application support teams, infrastructure teams, and business stakeholders to ensure timely resolution of incidents and adherence to agreed service levels.

Key Responsibilities

- Remote monitoring of the Services which are running in the client environment.
- Monitor all alerts related to applications and provide proactive Issue analysis and resolution.
- Ensure 24/7 availability of team members for monitoring, prioritize resolution and escalation within defined SLAs.
- Lead, mentor, and guide team members to achieve service excellence.
- Training of new members of the team.
- Ensure that team members adhere to IT security policies and practices.
- Monitor and address security-related concerns and access control.
- Offer support and guidance to resolve critical issues, incidents,



or escalations, even outside regular working hours.
- Coordinate team members to schedule shifts, breaks, and assignments, taking into account contracted SLAs, individual availability and preferences.
- Ability to work flexible hours and be on-call as required.
- Create and maintain standard operating procedures (SOPs) , a knowledge base, including FAQs and troubleshooting guides.
- Coordinate with client contacts for delivery of SLAs and reporting.

Skills & Requirements

- 3+ years working experience in IT service desk, application support role.
- Experience supporting card management system (preferably TSYS PRIME or similar).
- Good understanding of payment card lifecycle.
- Working knowledge of Windows/Linux and networking fundamentals (TCP/IP).
- Proficient with SQL (and popular databases).
- Strong troubleshooting skills and the ability to diagnose and resolve server/application related issues.
- Experience with server/application monitoring and management tools are a plus.
- Strong & effective verbal and written communication skills.
- Willingness to work in shifts
- Customer-focused mindset.
- Solid organizational and time-management skills.
- Able to interact with a variety of stakeholders.
- Display high levels of integrity to ensure excellent service.

📌 IT Service Desk SME Card Management Systems (TSYS PRIME) (Thrissur)
🏢 LucidPlus IT Solutions
📍 Thrissur