Mohamed Yagoub

As A Senior Application Operations & Technical Support Engineer
I lead core operations and application support for high-availability electronic payment services. I collaborate with development, QA, business stakeholders, and vendor teams to ensure optimal system performance, service reliability, and continuous improvement.
In addition to technical duties, I contribute to project management through planning, execution, risk mitigation, and stakeholder communication. I also apply business analysis to gather requirements, identify service gaps, and recommend system enhancements aligned with business objectives.
Key Responsibilities
• Enhanced service performance and delivered comprehensive reports to management and stakeholders.
• Managed customer services, documenting key operational issues and escalation paths.
• Provided annual analytical reports to Development and QA teams to support service improvement initiatives.
• Supported application development and customization based on production demands and client feedback.
• Led corporate initiatives as part of cross-functional project teams.
• Contributed to strategic planning and implementation across the organization.
• Oversaw vendor management using platforms such as Thales, Jira, and internal ticketing systems.
• Conducted daily system health checks, including server status, logs, databases, and operating systems.
• Investigated incidents and performed root-cause analysis at the log level (error, warning, debug).
• Developed and maintained shell scripts and automated procedures to streamline operations.
• Provided technical support to end-users and internal teams, ensuring minimal service disruption.
• Generated reconciliation and dispute reports to support financial settlement processes.
• Maintained Disaster Recovery environments, ensuring alignment with production systems.
• Prepared detailed incident and outage reports for business continuity and audit purposes.
• Selected, trained, and evaluated new team members and technical trainees.

As POS Department Manager, I reported directly to the National Payment Systems Manager, leading a team of four to six professionals responsible for nationwide POS operations. My dual role combined project leadership, quality assurance, and technical operations, ensuring strategic alignment with national payment standards and objectives.
I served as a key liaison with the Central Bank of Sudan's Technical Payment Systems Committee, where I contributed to reviewing integration requirements and system connectivity. A key achievement was successfully directing the end-to-end migration from MultiXPac 6 to the TransWare platform, demonstrating expertise in managing complex projects with minimal disruption.
Key Contributions & Achievements
Managed nationwide POS operations for over 2, 000 terminals and five key vendors, ensuring compliance with SLAs and business requirements.
Project & Migration Management: Directed the end-to-end delivery of all POS projects, including a major system migration, applying project management principles for efficient execution.
Applied QA to oversee system acceptance testing and certification of POS applications, guaranteeing adherence to national standards.
Supervised merchant onboarding and terminal lifecycle management. I also maintained the POS Management System (NAC) & Terminal Management System (TMS) for high availability and administered dispute resolution systems to support transactional accountability.
Authored vendor onboarding documentation to enhance transparency and scalability. I also managed support workflows, including incident ticketing and escalation procedures.
Built and maintained strong relationships with internal teams, external vendors, and regulatory bodies to ensure service continuity and prompt issue resolution. Additionally, I proactively led seminars for commercial and central banks on the strategic importance of centralized POS connectivity, highlighting its role in reducing costs and educating merchants

Key Responsibilities (Refined & Professional)
Managed end-to-end vendor relationships, ensuring SLA compliance, timely coordination, and effective escalation via Jira and internal ticketing systems.

Oversaw merchant onboarding processes, ensuring documentation accuracy and seamless system integration.

Conducted regular audits on POS terminals to validate configuration, performance, and operational compliance.

Supervised secure key loading procedures to maintain integrity and compliance across POS environments.

Coordinated terminal installations and follow-ups, ensuring timely deployment aligned with project schedules.

Handled incident tickets and performed first-level diagnostics, while reviewing support calls to ensure service quality and resolution accuracy.

Led testing and certification of POS applications in collaboration with development and QA teams, validating functionality and production readiness.

Served as a Senior Technical Member in the Central Bank of Sudan & EBS Committee (2005), contributing to the launch and operational support of Sudan’s first National Payment Switch (MultiXPac 6).

Led UAT and deployment of the core switching platform.

Configured banks, ATMs, and POS terminals into the switching system.

Monitored system performance to ensure high availability.

Supported and troubleshot the national EFT processing system.

Resolved operational issues to maintain service continuity.

Analyzed system performance and addressed bottlenecks.

Delivered internal technical support across departments.

Generated reports for reconciliation, disputes, and settlements.

Ensured timely execution of daily, weekly, and monthly reports.

Business Analysis Highlights:

Performed gap analysis between system and operational needs.

Collaborated with banks and technical stakeholders.

Documented workflows for reconciliation and dispute processes.

Identified operational risks and improvement areas.

Produced reports aligned with regulatory objectives.

Key Contributions: Core Banking System Implementation (PentaBank v4)
Contributed to the rollout of PentaBank v4 across multiple Sudanese banks, enhancing operational efficiency and supporting digital transformation.

Customized core modules to reflect client-specific logic, regulatory compliance, and local banking workflows.

Collaborated with developers to ensure modular design, controlled code changes, and smooth system integration.

Led testing activities including test planning, functional testing, and UAT to ensure feature reliability and performance.

Provided on-site technical and functional support during go-live, ensuring smooth transition and rapid issue resolution.

Supplied continuous feedback to development and QA teams to improve system stability and user experience.