Production Support Professional

Job Summary

The Support Lead Cards & Payments is responsible for leading a 24 7 production support operation for card acquiring payment systems built on HPS PowerCARD.

The role ensures high system availability, incident resolution, operational excellence, and continuous service improvement across cards and payments platforms.

This position acts as a key liaison between business, technology, vendors, and operations teams.

Key Responsibilities:

Production Support & Operations - Must Have all the below

• Lead and manage 24 7 L2/L3 production support for HPS PowerCARD covering acquiring, switching, authorization, clearing, and settlement.
• Ensure high availability, reliability, and performance of card and payment systems in line with SLAs.
• Own incident, problem, change, and release management processes aligned with ITIL best practices.
• Drive High severity incident management (HPIM) calls, root cause analysis (RCA), and post-incident reviews.
• Monitor system health, batch operations, EOD/EOM activities, and interfaces with multiple networks (Visa, Mastercard, Discover, Amex, etc.).

Team Leadership & People Management

• Lead, mentor, and manage a multi-shift support team operating in 24 7 model. - Must Have
• Ensure proper shift rosters, on-call coverage, skill coverage, and knowledge continuity. - Must Have
• Conduct performance reviews, training plans, cross-skilling, and capability building. - Good to Have

Cards & Payments Expertise

• Provide functional and technical oversight for:
  • Card lifecycle management Acquirer) - Must Have
  • Transaction processing (ATM, POS, eCommerce)- Good to Have
  • Authorization, clearing, settlement, reconciliation - Must Have
  • Fraud monitoring, chargebacks, and disputes- Good to Have
• Support integrations with payment gateways, core banking systems, third-party processors, and regulatory reporting systems. - Good to Have

Stakeholder & Vendor Management- Must Have all the below

• Act as the primary point of contact for business stakeholders, operations, compliance, and risk teams.
• Coordinate with HPS support teams and third-party vendors for escalations, patches, and defect resolutions.
• Ensure timely communication during incidents, outages, and planned changes.

Change, Risk & Compliance

• Review and support system changes, patches, and upgrades for PowerCARD. - Must Have
• Identify operational risks and implement controls, automations, and preventive solutions. - Must Have
• Ensure compliance with PCI-DSS, SOC, SOX, and regulatory requirements. (Optional)- Good to Have

Continuous Improvement- Must Have all the below

• Drive initiatives to reduce incidents, improve MTTR, and enhance system stability.
• Improve monitoring, alerts, runbooks, SOPs, and knowledge articles.
• Support automation and process optimization across support operations.

Required Skills & Experience

Mandatory Experience- Must Have all the below

• 8 12+ years of experience in Cards & Payments production support.
• Strong hands-on experience with HPS PowerCARD (Acquiring).
• Proven experience managing 24 7 support operations in a mission-critical environment.
• Solid understanding of card payment flows, transaction lifecycle, and settlement processes.

Technical & Functional Skills

• Deep knowledge of:
  • HPS Powercard Product knowledge - Must Have
  • ATM, POS transaction flows - Good to Have
  • Clearing & settlement frameworks- Good to Have
• Experience with Unix/Linux, Oracle database, Azure, batch monitoring, and log analysis.- Must Have
• Familiarity with incident management tools (ServiceNow, JIRA, ADO, etc.).- Must Have
• ITIL-certified or strong ITIL process knowledge preferred.- Good to Have

Leadership & Soft Skills- Must Have all the below

• Strong leadership, decision-making, and crisis management skills.
• Excellent communication skills for handling senior stakeholders and regulators.
• Ability to work under pressure in a high-availability, zero-downtime environment.

Preferred Qualifications

• ITIL Certification- Good to Have
• Experience working with global card networks (Visa, Mastercard, Discover, Amex)- Good to Have
• Exposure to cloud or hybrid environments supporting payment platforms- Good to Have
• Experience with regulatory audits and compliance assessments- Good to Have

Disclaimer : This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.