Monitor SLA, OLA, and growth metrics.Define service levels with service providers and merchants and make sure to receive related reports in defined intervals.Plan to improve service qualities.Assess customer support needs.Define and deploy pre-requisites tools, infrastructures, processes and etc. to improve all operation processes and activities.Log and resolve customer issues.Redirect problems to appropriate teams (product team, Infrastructure, or service provider).Diagnose and troubleshoot software and mobile apps or other Digipay products.Respond to internal stockholder inquiries and assist in troubleshooting and resolving challenges.Actively update, maintain, and monitor all aspects of products.Attend in-person meetings with related stockholders to analyze, troubleshoot and diagnose product problems.Requirements:Bachelor’s degree in Computer Science or Information Technology.Experience in documenting processes and monitoring performance metrics.Ability to work with data and analyze it to create reports.Availability for monitoring systems.In-depth knowledge of structured query language.Knowledge of relational and no-SQL Databases.Knowledge of systematic planning practices and service quality evaluation.Ability to prioritize and manage several milestones and projects efficiently.Familiar with financial concepts.Familiar with the payment Industry (Shaparak, and Shetab Processes).In-depth knowledge of software and microservices.Previous work experience as a technical support engineer.Professional written and interpersonal skills.Strong analytical and problem-solving skills.