Dusan Ilic

I’m an L2 Software Support Engineer with over 4 years of experience in high-pressure corporate environments. I diagnose complex system issues using SQL, Python, and Java to drive root cause analysis and database troubleshooting.

At NCR Ltd./NCR Voyix, I’ve served as the primary escalation point for advanced payment processing failures, software bugs, and hardware incidents—while maintaining strict SLA targets. I also manage end-to-end payment systems & onboarding for new clients, configuring EMV parameters, credit card processing terminals, and payment gateway integrations.

I bridge the gap between L1 support and development teams by writing and updating internal Knowledge Base (KB) articles for EMV/CC staging procedures, reducing onboarding time and L1-to-L2 escalation rates. I coordinate remote software deployments, POS system configurations, and critical security/compliance patching, and I partner with L3 engineers, network teams, and external banking processors to resolve transaction routing issues.