SUPPORT ENGINEER - PAYMENT SERVICES

About the Company
International Card Processing Services Ltd (ICPS), a subsidiary of HPS Group, is a global provider of advanced electronic payment solutions, supporting financial institutions, processors, and national switches with cutting-edge Switching and Card Management Systems.

About the role
Level 2 Support is the deeper technical support layer within the production organization. The team works on client fixes, critical defects, project validation, problem management, and more advanced incident resolution. This role requires strong analytical capability, structured investigation, and the ability to move from issue analysis to fix validation in a demanding payment-processing context.

This is not a first-line support role. L2 is expected to take over incidents that exceed L1 capability, diagnose what is non-routine or structurally broken, and contribute to sustainable resolution rather than simple ticket progression. A major part of the role also involves validating fixes through testing, which remains a significant part of the workload.

Key Responsibilities:

• Investigate and resolve complex production incidents beyond L1 scope.
• Analyze technical issues in a structured way and identify sustainable fixes.
• Work on client fixes, critical defects, and advanced technical support issues.
• Contribute to validation and testing of fixes and project-related changes.
• Support project handover readiness and production validation activities.
• Perform or support problem management on recurring issues and structural defects.
• Document findings, workarounds, fixes, and technical actions clearly.
• Collaborate closely with L1, SMEs, Infrastructure, and project teams on complex cases.
• Help improve troubleshooting methods, support quality, and knowledge sharing across the support chain.
• Contribute to reducing recurring incidents by improving technical discipline, validation quality, and support practices.

Job Requirements:
The ideal candidate will have:
• Degree in IT, Computer Science, Software Engineering, or a related field.
• Strong technical problem-solving and analytical skills.
• Ability to investigate production issues in a structured and disciplined way.
• Ability to analyse application logs, error traces, and execution flows to identify the true root cause of defects and production issues.
• Ability to validate code‑level fixes through appropriate testing and ensure changes do not introduce deviations, instability, or unintended behaviour.
• Good written and verbal communication skills in English.
• Strong sense of ownership and accountability.
• Ability to work under pressure on client-impacting issues.
• Strong willingness to learn in a complex payment-processing environment.

Nice to have
• Experience in application support, production support, defect analysis, or technical operations.
• Exposure to SQL, PL/SQL, Oracle, Unix/Linux, logs, scripts, or data analysis.
• Exposure to banking systems, cards, switching, ATM/POS, or payment platforms
• Experience in testing, validation, troubleshooting, or problem management.
• Familiarity with incident management, change validation, and production support processes
• Practical understanding of fix validation, root-cause thinking, and support documentation.

For more experienced candidates
We also welcome stronger profiles for this role. Candidates with deeper experience may be considered at a more senior level if they demonstrate:
• Stronger autonomy in diagnosing complex incidents.
• Ability to validate fixes rigorously and challenge weak analysis..
• Strong software development and code‑analysis skills, with the ability to read, understand, and reason about existing codebases in C, PL/SQL, and Java.
• Capability to design and implement safe, controlled code fixes or modifications that strictly comply with functional requirements and platform constraints
• Discipline to work within existing architectures and standards, improving correctness and stability rather than introducing workaround‑driven solutions.
• Strong awareness of regression risk, side effects, and production impact when modifying code in a live payment‑processing environment.
• Ability to mentor less experienced colleagues and improve team practices.

Why this role matters
L2 is where difficult issues are understood and solved. The team plays a critical role in deeper technical resolution, fix validation, project readiness, and reduction of recurring production problems. In a payment-processing environment, this technical backline is essential to both service quality and long-term operational stability.

We are open to candidates with different levels of experience. High-potential candidates who meet the core requirements are encouraged to apply, and more experienced candidates may be considered at a more senior level depending on their expertise and demonstrated autonomy.

Other Information:

How to Apply: Candidates should send their application letter and detailed CV to icps_recruitment@icps.mu

Location: 7th floor, The Docks 2, Caudan St, Port-Louis 11307
The Management reserves the right not to appoint anyone following this advert.