| Job Description: |
10+ years in IT Operations/Production Support
Hands‑on experience with credit card processing systems
Strong skills in AWS and Dynatrace
Proven leadership in P1/P2 incident management
Solid understanding of ITIL (Incident/Problem/Change Management)
Avoid profiles that are primarily development-only or helpdesk-only. This role requires senior operational leadership in a 24x7 financial environment.
Key Responsibilities
1. Delivery & Operational Leadership
• Own end to end service delivery for credit card platforms supporting high volume, customer facing transactions.
• Act as the final escalation authority for P1/P2 incidents, driving rapid recovery and root cause resolution.
• Ensure SLAs, SLOs, and KPIs are consistently met or exceeded.
• Provide continuous operational oversight to maintain platform stability, availability, and performance.
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2. Banking & Credit Card Domain Ownership
Provide delivery leadership across critical credit card processing systems, including:
• Credit card transaction processing
• Authorizations, settlements, postings
• Disputes and chargebacks
• Regulatory, audit, and compliance workflows
Collaborate closely with Business, Risk, Compliance, Engineering, and Vendor teams to ensure:
• Production readiness
• Controlled releases and changes
• Compliance with governance and audit requirements
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3. Cloud & Observability (AWS / Dynatrace)
Oversee production support and operational excellence for cloud & monitoring environments:
AWS Services (mandatory)
• EC2, S3, RDS, IAM, VPC, CloudWatch
• Responsible for environment stability, cost efficiency, and security alignment.
Dynatrace (mandatory)
• Application and infrastructure monitoring
• Transaction tracing & RCA
• Performance analytics
• Proactive alerting & anomaly detection
Use observability insights to:
• Drive SLO tracking
• Reduce incidents and MTTR
• Deliver actionable dashboards and trend analysis
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4. ITSM & Process Governance
• Implement, enforce, and mature ITIL processes, including:
o Incident Management
o Problem Management
o Change Management
• Lead major incident bridges and post incident reviews (PIRs).
• Oversee documentation of:
o Runbooks & SOPs
o Escalation workflows
o Known error databases
o Preventative action plans
• Drive automation, continuous improvement, and reduction of repetitive/manual support efforts.
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5. Team & Stakeholder Management
• Lead, mentor, and manage L2/L3 production support teams.
• Act as the primary interface with senior stakeholders, providing:
o Production health updates
o Risk & impact assessments
o Delivery progress tracking
o Service improvement plans
• Collaborate with Development, DevOps, QA, Infrastructure, and third party vendors to ensure cohesive delivery.
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Core Experience Requirements
• 10+ years in IT Operations / Production Support with Delivery or Lead responsibilities.
• 5+ years supporting Banking systems, preferably Credit Cards.
• Proven ownership of mission critical, 24x7 production environments.
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Technical Expertise
Cloud (Mandatory)
• AWS: EC2, S3, RDS, IAM, VPC, CloudWatch
• Hands on experience preferred.
Observability (Mandatory)
• Dynatrace: APM, infra monitoring, dashboards, RCA, alerting
• Additional observability tools are a plus.
ITSM Tools
• Strong hands on expertise with ServiceNow or equivalent enterprise ITSM platforms.
• Demonstrated leadership in:
o Major Incident Management
o Problem Management
o Change Governance (CAB participation)
Operational Excellence
• Ability to interpret operational data and transform it into actionable improvements.
• Strong analytical and decision making capabilities. |
