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