Skip to content

JD — Service Analyst

Owner Classification Review Date Status
People Operations Internal April 2027 Active

Job Description: Service Analyst

Department: Technology & Digital — Production Engineering, Service Delivery
Reports to: Lead Service Analyst

Role Overview

Simpaisa has merchants, operators, and partners across 7 markets who depend on the payment platform working. When a transaction fails, a partner calls. When a settlement is late, a merchant escalates. The Service Analyst is the first line of response — triaging issues, resolving what can be resolved, and escalating what can't.

This is not a call centre role. It is a technical support role within the Production Engineering team's Service Delivery sub-function. You will use Simpaisa's transaction monitoring tools, logs, and runbooks to investigate issues, and you will work directly with Reliability Engineers and Solution Engineers to resolve them. The quality of your investigation determines how fast a real problem gets fixed.

Key Responsibilities

  • Provide first-line technical support to partners, merchants, and operators via support channels — ticket system, email, or direct escalation.

  • Investigate transaction failures, settlement discrepancies, and integration errors using Simpaisa's internal tooling, dashboards, and logs.

  • Log and track all issues in the ticketing system with accurate, structured information — what happened, when, what the evidence shows, what was tried.

  • Escalate complex or unresolved issues to Reliability Engineers or the relevant squad's Tech Lead with a clear investigation summary (not "partner says it's broken").

  • Follow runbooks for known incident types; contribute to runbook improvement when you encounter a gap.

  • Follow up with partners and merchants until issues are fully resolved.

  • Maintain the service desk knowledge base — document recurring issues, resolution steps, and common misconfigurations.

  • Monitor transaction success rates and alert patterns during business hours; raise early warnings before partners escalate.

  • Support the Reliability Engineer on-call team during major incidents — coordinate partner communications, track issue status, circulate updates.

Required Skills and Experience

  • Technical aptitude: Comfortable reading logs, interpreting error codes, and using dashboards to investigate issues. Not expected to write code, but must understand what the data means.

  • Payments literacy: Understanding of how payment transactions flow — initiation, processing, settlement, and reconciliation. Ability to explain a failed transaction to a non-technical partner.

  • Ticketing systems: Experience with Jira Service Management, Zendesk, or similar. Structured, complete ticket documentation is a minimum standard.

  • Communication: Excellent written English for partner communications. Ability to write a clear, professional escalation summary. Relevant languages for partner markets (Urdu, Bengali) are advantageous.

  • Process discipline: Ability to follow documented procedures consistently, especially under pressure. Escalation discipline — knows when a problem needs to go upward immediately.

  • Customer service: A service mindset. Partners are paying customers. Response time and resolution quality directly affect Simpaisa's commercial relationships.

General Requirements

  • Bachelor's degree in Information Technology, Computer Science, or a related field preferred.

  • 1+ years of experience in technical support, service desk, or payment operations.

  • Experience using ticketing systems and following structured support processes.

What We Offer

  • Competitive salary benchmarked to your local market.

  • A technical environment where you will learn how payment systems actually work — at scale.

  • Clear career path into Reliability Engineering or Production Operations.

  • Hybrid working with structured shift patterns.