Address
Form of workKey Responsibilities
- Collaborate with the software development team to design integration strategies for our software into client enterprise systems.
- Design, document and maintain integration solutions between our software and external APIs, databases, and services, ensuring data consistency and smooth workflows.
- Identify potential challenges and risks associated with integration and design mitigation strategies.
- Oversee the integration process, working with Project Managers to ensure that projects stay on track and within the budget.
- Coordinate with internal teams and external vendors to ensure smooth delivery of integration solutions.
- Act as the main point of contact for clients during integration projects, ensuring an understanding of client needs and that our solutions fit within their existing enterprise ecosystem.
- Work with the QA team to ensure that all integrations are tested thoroughly before deployment.
- Maintain post-integration support to ensure stability and client satisfaction and troubleshoot issues with MyPass Global API to provide sufficient investigation information to the Engineering department for Engineering to make code changes.
- Evaluate and manage third-party APIs including troubleshooting issues (with providers like Stripe & Hubspot) to provide sufficient investigation information to the Engineering department for Engineering to make code changes.
- Provide regular updates and reports to Project Managers, line manager/s and other key MyPass stakeholders.
- Identify, investigate, prioritise and resolve issues quickly and efficiently, responding to requests and incidents following defined escalation levels and processes and holding those escalated accountable for responding by SLAs.
- Perform analysis of integration and application logic and provide adequately descriptive solutions and responses back to L1 & L2 Support.
- Responsible for troubleshooting customer queries using SQL, Java Script, Kibana, Postman, Epoch Converter, Stripe Developer Access, and Confluence.
- Effectively document investigative steps and analysis to escalate technical issues to the Engineering team that require code or infrastructure changes.
- Effectively identify when a request is a product enhancement and escalate to the Product team.
- Respond to incident tickets through the appropriate channels and hold those escalated accountable for responding by SLAs.
- Prioritise and manage multiple open tickets at one time ensuring proactive ownership and management of allocated tickets via MyPass support and engineering platforms such as HubSpot and Jira.
- Share valuable knowledge with Support and Engineering colleagues.
- Participate in critical (P1) incident DDA / RCA relevant to integration and API issues by providing root cause analysis and identifying corrective actions as well as contributing to preventative measures.
- Maintain up to date product knowledge and awareness of new features.
