Job Description
Responsibilities
Advanced Technical Support & Incident Leadership:
- Provide Level 3 support for complex issues in card and payment systems (e.g., transaction failures, system outages, integration errors).
- Lead root cause analysis (RCA) for critical incidents, implement permanent fixes, and refine preventive measures.
- Mentor junior support staff and oversee incident resolution to meet SLAs and minimize business impact.
System Optimization & Governance:
- Monitor and optimize performance of card management systems (e.g., TSYS, VisionPLUS), payment gateways, and digital wallets using tools like Splunk, Dynatrace, or New Relic.
- Design and implement automation for repetitive tasks (e.g., reconciliation, alerting) to enhance operational efficiency.
- Manage upgrades, patches, and lifecycle management of payment applications in alignment with ITIL processes.
Compliance & Risk Management:
- Ensure systems comply with PCI-DSS, GDPR, PSD2, and other regulatory/industry standards.
- Lead audits, vulnerability assessments, and remediation activities for card and payment platforms.
- Implement security controls (e.g., tokenization, encryption) to mitigate fraud and data breach risks.
Strategic Collaboration & Stakeholder Management:
- Partner with business units (e.g., card operations, risk management), vendors, and development teams to drive system enhancements and process improvements.
- Translate business requirements into technical solutions, ensuring alignment with enterprise architecture and security policies.
- Document technical workflows, governance protocols, and disaster recovery plans for critical systems.
Innovation & Continuous Improvement:
- Stay ahead of industry trends (e.g., contactless payments, Open Banking APIs, blockchain) and propose technology upgrades.
- Drive adoption of DevOps practices, cloud migration (AWS/Azure), and CI/CD pipelines for payment systems
Skills
Education:
· Bachelor’s degree in computer science, Information Technology, or a related field. Master’s degree or certifications (e.g., ITIL, CISSP) are a plus.
Experience:
- 5-7 years in application support, with 3+ years focused on cards and payments systems in banking/fintech.
- Expertise in card management platforms (e.g., Fiserv, FIS, TSYS), payment gateways (e.g., Stripe, Adyen), and fraud detection tools.
- In-depth knowledge of payment protocols (e.g., ISO 8583, EMV, NFC) and security standards (e.g., 3D Secure).
- Proficiency in scripting (Python, PowerShell), SQL, and API integrations (REST/SOAP).
Technical Skills:
- Advanced troubleshooting in Linux/Windows environments and databases (Oracle, SQL Server).
- Experience with monitoring tools (Splunk, Grafana) and ITSM platforms (ServiceNow, Jira).
- Familiarity with cloud infrastructure (AWS, Azure) and containerization (Docker, Kubernetes).
Soft Skills:
- Strong leadership, problem-solving, and decision-making abilities.
- Excellent communication skills to engage technical teams, executives, and auditors.
- Ability to manage high-pressure scenarios and prioritize critical tasks.
Key Competencies
- Technical Leadership in Cards & Payments Systems
- Incident Management & Advanced Troubleshooting
- Regulatory Compliance & Risk Mitigation
- Process Automation & Innovation
- Stakeholder Collaboration & Mentorship
