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Android Functional Support Team leader

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Publish Date: Jul 14, 2021

Location: Singapore, Singapore, SG

Company: worldline

 
About Worldline
Worldline [Euronext: WLN] is the European leader in the payments and transactional services industry and #4 player worldwide. With its global reach and its commitment to innovation, Worldline is the technology partner of choice for merchants, banks and third-party acquirers as well as public transport operators, government agencies and industrial companies in all sectors. Powered by over 20,000 employees in more than 50 countries, Worldline provides its clients with sustainable, trusted and secure solutions across the payment value chain, fostering their business growth wherever they are. Services offered by Worldline in the areas of Merchant Services; Terminals, Solutions & Services; Financial Services and Mobility & e-Transactional Services include domestic and cross-border commercial acquiring, both in-store and online, highly-secure payment transaction processing, a broad portfolio of payment terminals as well as e-ticketing and digital services in the industrial environment. In 2019 Worldline generated a proforma revenue of 5.3 billion euros. worldline.com

 

JOB DESCRIPTION

 

Within the Terminals Solutions & services department and more specifically in the functional Support division, Worldline is looking for an Android functional Support team leader

In this role, you will lead a group of Android technical consultants responsible for providing technical expertise to our international partners and Worldline regional organizations on Android products and solutions (electronic payment terminals).

Your previous experiences have demonstrated your ability to understand the coding flow on Android technology as well as your ability to perform in-depth analysis on reported issues on embedded solutions involving hardware and software modules.

Your previous experiences demonstrated the capability to understand coding flow on android technology as well as your capability to perform deep analyse in troubleshooting on hardware and software reported issues

Last Technical support level of the Worldline organisation, you will be viewed by our regions and partners as the point of contact for all technical functional aspects related to deliveries and internal WL activities, This position requires strong interpersonal and technical skills and the ability to effectively articulate issues and solutions in a multicultural organization

You will be in charge of leading professional working groups with other technical departments and Worldline stakeholders regarding the possibility of improving the existing processes in the different phases of evolution and deployment of Worldline solutions.

You will manage your team of Android technical consultants according to defined team performance indicators and you will pay close attention to each member of the team by providing the right level of coaching and driving each one whenever necessary. You will manage your team of Android technical consultants according to defined team performance indicators and you will pay close attention to each member of the team by providing the right level of coaching and driving each one whenever necessary.

As your regular activities will require strong collaborations with Chinese development team, Mandarin is a must as well as prior technical team management experience.

 

Profile:

 

  • Master degree or equivalent in electronic or computer science – 2-3  years’ experience in software dev and programming method in android  (knowledge Agile methodology is a plus) with a strong technical leadership  to manage a technical team and participate to  technical  workshop  
  • Good Knowledge in network deployment solution and web portal technology the knowledge of security concepts and/or embedded technology.
  • Knowledge of the payment sector will be appreciated
  • Customer oriented with respect to internal/external clients. Competent in managing relationships with internal and external entities
  • Excellent written and verbal communication skills, including presentations, team meetings, contact with all staff and clients as well as members of the management team;
  • Be able to work closely with technical end-users ( customer focus) -- Autonomy, always taking initiatives to satisfy the customers and demonstrating leadership and problem solving mind-set
  • Languages: spoken and written: Mandarin &  English

 

Detailed Activites

 

Training

  • Define training content and build training materials.
  • Ensure Region technical teams knowledge ramp up.
  • Conduct training for customers and regions.
  • Write technical documentation required for use of proposed solution.
  • Remain up to date on products and software evolutions provided by R&D.

 

Operation & Process

  • Analysis of issues reported by regions.
  • Provides daily support for development team during development.
  • Provides daily support for terminal configuration and setting across the whole world.
  • Searches dysfunction reasons and provide recommendations or corrections, with support of R&D.
  • Guides regions to implement corrections.
  • Validates solutions given to Regions are in line with expectations.
  • Drive the ‘Change Control Board’ with the region & R&D. Ensure issues are reported with the correct severity to R&D.

 

Team Management

  • Manages solution support team, Android product training team & Android support team.
  • Drives the ‘Change Control Board’ with the management and the right team members.
  • Ensures teams’ SLA is met consistently.
  • Ensures teams’ support KPI is met consistently.
  • Designs the operational flow for support within the team.
  • Prepares training for team members across the product line available.
  • Ensure team members are well equipped with the necessary knowledge for supporting tasks.

 

Liaison

  • Works closely with LANDI R&D team to ensure all the priority of the issues are well defined.
  • Works closely with product marketing team to remain up to date on products and software offering.
  • Works with R&D team to ensure all the products and solution offering are aligned.
  • Works with project management team to ensure projects priority are correctly defined.
  • Requirement gathering with regions to ensure all evolution and support requests are well aligned between the region and R&D for all new features, change requests and bug fixes.
  • Leads the technical meeting and discussion between customer & R&D when needed.
  • Drives ad-hoc / weekly technical support meeting with all regions for focus group on critical and blocking topics for immediate support.

 

Reporting

  • Ensures efficient follow up of the backlog and ensure deviation is contained.
  • Maintains a global dashboard of the support activity.
  • Reports to R&D development team field issues allowing to improve product definition.
  • Reports to management to ensure issues priority is alerted.

 

Skills

  • Able to speak Mandarin for liaison with Chinese R&D team.
  • Able to understand coding flow in terms on Android technology and basic software architecture.
  • Android knowledges.
  • Log analysis and troubleshooting.
  • Hardware issue analysis and troubleshooting.

 

Experience

  • Have experience on object oriented software programming and software architecture.
  • Have experience on software migration and system integration.
  • Have experience in working with ticketing system and software application version management.
  • Have experience in payment transaction operation flow.
  • Have experience supporting in L1, L2 and L3 environment.
  • Have experience in leading support team.
  • Have experience in providing training and ad-hoc presentation, able to do impromptu speaking.
  • Have experience in attending business meeting with customers.

 

Tools

  • Android Studio.
  • WordPress / Confluence / SharePoint.
  • Power BI.
  • JIRA.
  • Artifactory.
  • Dockers.
  • Bitbucket.
  • Service Now.

The 20 000 employees of Worldline are all different but share the same values. You can see it in the way we behave. We are curious and humble – we are learning every day, we keep things simple and everyone engaged. In our fast-moving industry, we are adaptable and life-long learners. Everyone demonstrates the same dedication to quality and efficiency. We have an entrepreneurial spirit and sense of service. Above all, we never turn our back on a challenge. These values nurture a dynamic and innovative team where everyone can develop and grow.


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