Job Description

Company Introduction

As part of the global VEON Group, we are expanding into the digital financial services market to serve a broader customer base and strengthen our role in Bangladesh’s digital ecosystem. To advance this initiative, we are in the process of obtaining a Payment Service Provider (PSP) license via our newly established subsidiary called - NEO PSP Limited, a next-generation payment solutions company.

Operating as a wholly owned subsidiary of Banglalink, one of the country’s leading digital operators, NEO PSP is built on the vision of enabling a cashless and connected future. The company empowers businesses to accept and process payments seamlessly through a secure, efficient, and scalable payment gateway, supporting the growth of digital commerce across Bangladesh.

Leveraging Banglalink’s trusted digital ecosystem and technological expertise, NEO PSP aims to simplify financial transactions for enterprises of all sizes — from startups to large corporations. Our platform would support diverse payment methods, ensuring speed, reliability, and transparency in every transaction.

At NEO PSP, we are committed to enabling digital financial (FINTECH) inclusion and accelerating Bangladesh’s journey toward a smarter digital economy. With innovation, compliance, security, and customer trust at our core, we strive to become the preferred payment solutions partner for businesses nationwide.

• Ensure 24x7 service monitoring of all MFS applications and services (wallet app, USSD, merchant, aggregator and partner channels) on a rotating shift (rota) basis, analyzing system logs, dashboards and alerts to identify and troubleshoot issues before customers feel them.

• Own Level 1 and Level 2 support end to end: acknowledge and triage every alert within minutes, classify by severity and business impact, resolve incidents within SLA parameters, and escalate to Tier 3 or vendors with complete diagnostic context so no time is lost repeating work.

• Investigate customer reported anomalies escalated from customer care and the complaint management cell: verify transaction status, trace funds across bank and partner networks, and validate system behavior against expected outcomes using SQL, log platforms and internal tooling.

• Protect critical user journeys (registration, login, OTP delivery, e-KYC, transfers, bill pay, add money, merchant payments and settlement processing) with special vigilance during peak transaction windows such as salary days and festival campaigns.

• Execute approved configuration changes, data corrections and routine maintenance in strict adherence to change management, and support UAT, release validation and service quality assurance for new product launches and integrations.

• Serve as the senior escalation point within the L1/L2 support team: mentor Application and Service Engineers and Analysts on the roster, own runbooks and SOPs, and enforce flawless shift handover so operational context is never lost.

• Conduct post incident reviews with clear RCA documentation and drive problem management so recurring incidents are eliminated rather than repeatedly resolved.

• Engineer automation for routine operational tasks and alert tuning (Python, Bash) to reduce noise and manual toil, improving self healing shift after shift.

• Coordinate with global and local vendors (core platform, eKYC, middleware, banks, telecom operators, aggregators) on incidents and service degradations, and feed frontline insights to capacity planning and product teams.

Academic Qualification

• Bachelor of Science in Computer Science, Software Engineering, Information Technology or a related technical discipline from a reputed university.

• Professional certifications such as ITIL, CKA/CKAD or cloud practitioner level will be highly preferred.

Job Experience Required

• 2 to 5 years of application support, service operations or site reliability experience, ideally in MFS, payments, banking or telecom.

• Demonstrated success operating and leading within a demanding 24x7 rotational (rota based) support environment covering L1 and L2 tiers.

Required Capabilities

• Proactive monitoring and triage across Zabbix, Grafana, Prometheus and ELK dashboards plus SIEM alert queues, with disciplined severity classification, SLA management and escalation judgment.

• Strong SQL on PostgreSQL and relational databases for transaction investigation, including JSONB and partitioned audit tables.

• API analysis toolkit: REST and SOAP/XML debugging against a mobile money core (transaction initiation, pre validation, status query flows), Postman collection replay, JWT decoding, API gateway log reading and correlation ID tracing across microservices.

• Platform portal literacy for transaction status, audit log and customer, merchant and agent state checks on the mobile money core, including maker checker workflows.

• MFS domain fluency: onboarding and eKYC journeys (OCR, liveness, face match, NID verification), OTP and PIN lifecycles, SMS and USSD delivery via telecom gateways, bill pay and add money aggregators, settlement batches and MT940 reconciliation exceptions, dispute and complaint SLA handling.

• Modern stack familiarity: Java/Spring Boot and Node.js service log reading, Kubernetes basics (rolling restarts, pod health), Kafka consumer lag and Redis state checks, Linux command line diagnostics.

• Practical automation skill in Python or Bash for health checks, routine task elimination and alert tuning.

• ITSM discipline on platforms such as Jira Service Management or ServiceNow: audit grade incident documentation, knowledge base contribution, and strict PII, OTP and PIN hygiene in tickets and logs.

• Engineering practices awareness: Git based workflows, CI gate interpretation, feature flags, release support with rollback readiness under CAB change management.

• Calm, dependable ownership across nights, weekends and holidays, with clear written communication for handovers, vendor escalation and stakeholder updates.

Banglalink Digital Communications is one of Bangladesh’s leading telecom and digital service providers, committed to transforming the way people connect, communicate, and innovate. As a subsidiary of VEON, Banglalink combines global expertise with a deep understanding of local needs to deliver cutting-edge services to millions of customers across the country.
Our Employer Value Proposition (EVP) is ‘Lead the Future’, and this is reflected in all levels of our organization. Our workplace is designed to inspire and empower individuals, creating an environment where ideas thrive, contributions are valued, and innovation flourishes. We encourage every team member to take initiative, explore new possibilities, and grow both personally and professionally in a fast-evolving digital landscape.
At Banglalink, we are committed to foster a supportive and inclusive culture that celebrates diversity and encourages collaboration. We actively create opportunities for all individuals to succeed, while our learning initiatives and digital upskilling programs, ensure our people are equipped to excel in their careers and shape the future.

Banglalink is a place where innovation, agility, and understanding come together to create meaningful impact. Join us and be part of a team that’s reshape the future of connectivity and digital transformation.