In a card system (like credit cards, debit cards, prepaid cards, etc.), production support refers to the ongoing maintenance, monitoring, and troubleshooting of the card services after they have been launched (“in production”).
More specifically, production support in a card system involves:
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System Monitoring
- Continuously monitor card transactions (authorizations, settlements, refunds, etc.).
- Ensure payment gateways, processing networks (like Visa, MasterCard), and internal systems are up and running.
- Detect outages, slowdowns, or abnormal transaction patterns (like fraud spikes).
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Incident Management
- Quickly respond to issues such as:
- Failed transactions
- Card activation errors
- ATM or POS failures
- Duplicate charges
- Investigate root causes and restore service as fast as possible (with minimal disruption to cardholders).
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Technical Support
- Support customer service teams with technical troubleshooting (example: “Why did this card get declined?”).
- Handle escalations from banks, merchants, and partners.
- Maintain integration points (APIs) between card systems and third-party services.
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Patch Management and Updates
- Apply critical fixes, security patches, or system updates without disrupting live services.
- Coordinate downtime (if any) carefully during maintenance windows.
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Reporting and Compliance
- Generate and monitor reports needed for auditing, compliance (PCI-DSS, banking regulations).
- Track suspicious activities (fraud monitoring support).
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Performance Optimization
- Improve transaction processing speed, reduce failures, and enhance customer experience.
- Tune databases, networks, and servers supporting the card system.
Our Services:
- Real Time Issue Solve
- Production Performance Monitoring
- Compliance and Non-Compliance Testing
- Customer Desk
- L1, L2 and L3 Support
- Production Batch Run
- Day-to-day issue handling
- Maintain SLA for escalation
- Implement change request
- Change verification & implementation
- System Stabilization projects
- Solving Non-Compliances issues for VISA, MasterCard, UPI, Amex, DCI.
