- Company Name
- Raas Infotek
- Job Title
- ITSM Lead – Production Support (Credit Card / TSYS)
- Job Description
-
**Job Title**
ITSM Lead – Production Support (Credit Card / TSYS)
**Role Summary**
Lead technical and domain expertise for a credit‑card production portfolio, driving incident resolution, problem management, and non‑functional requirements (NFRs). Oversee high‑severity incidents, enforce service level objectives (SLOs), review releases, and mentor engineering staff to maintain reliable customer journeys across web, mobile, Amazon Connect, and analytics platforms.
**Expectations**
- Immediate availability to lead and manage high‑severity incidents.
- Deliver high‑quality root‑cause analyses (RCAs) and maintain a defect backlog with actionable patterns.
- Define, monitor, and enforce NFRs, observability standards, and SLOs.
- Review release plans, rollback strategies, and performance test results.
- Collaborate with product, business, and operations on readiness, peak planning, risk mitigation, and experiment flagging.
- Drive technical debt reduction and operational hardening (timeouts, retries, bulkheads, circuit breakers).
- Mentor L1.5/L2 engineers and refine runbooks and playbooks.
**Key Responsibilities**
- Provide hands‑on leadership during high‑severity incidents, steering diagnostics and decision calls.
- Own problem management, ensuring comprehensive RCAs, defect backlog management, and pattern detection.
- Define and enforce NFRs (availability, latency, error budgets) and observability standards.
- Review release plans, rollback strategies, and performance test results for key customer journeys.
- Partner with business/product on readiness, peak planning, experiment flags, and risk mitigations.
- Guide technical debt reduction and operational hardening initiatives.
- Mentor L1.5/L2 engineers; refine runbooks and operational playbooks.
**Required Skills**
- 10+ years in application architecture and technical leadership.
- Deep knowledge of microservices, APIs, and eventing (Kafka, event buses).
- Proficiency with cloud platforms: Azure and AWS.
- Strong grasp of observability tools (logs, metrics, traces) and performance tuning.
- Card domain fluency: authorization flows, instant credit decisioning, servicing, dispute lifecycle.
- Experience with Amazon Connect (contact flows, routing profiles), mobile app pipelines, and SAS 360.
- Excellent incident management, problem‑management, and RCA skills.
- Ability to define and enforce NFRs, SLOs, and observability standards.
- Strong communication and mentoring abilities.
**Required Education & Certifications**
- Bachelor’s degree in Computer Science, Software Engineering, or related field (or equivalent experience).
- Relevant certifications such as ITIL Foundation, AWS Certified Solutions Architect, Azure Solutions Architect, or equivalent are preferred.