Job Summary

Overview: Focus on root‑cause analysis and permanent fixes. You’ll analyze patterns, produce high‑quality RCAs, and work with engineering to prevent recurrence. When needed, you’ll dive deep into code/config to support remediation.

What you’ll do

• Lead problem investigations using structured techniques (5 Whys, Fishbone, fault tree).
• Analyze logs, traces, and datasets to detect patterns across web/mobile/contact center journeys.
• Propose and implement corrective actions (config hardening, retries, backoff, graceful degradation).
• Partner with engineering on defect fixes; validate through targeted tests and canary rollouts.
• Maintain problem records, track preventive actions, and measure effectiveness.
• Support performance baselining and capacity planning for peak periods.

Skills you’ll bring

• Strong troubleshooting skills; fluency with logs/metrics/traces and SQL.
• Ability to read code/config (Java/.NET/Node is a plus) and understand API contracts.
• Comfortable with CI/CD, feature flags, and rollback strategies.
• Ability to read code/config and familiarity with cloud platforms (Azure and AWS).
• Experience with TS2 and Mastercard is mandatory
• Experience in consumer banking/card platforms; exposure to PCI and secure operations.
• 5+ yrs of experience

Key Responsibilities

Overview: Focus on root‑cause analysis and permanent fixes. You’ll analyze patterns, produce high‑quality RCAs, and work with engineering to prevent recurrence. When needed, you’ll dive deep into code/config to support remediation.

What you’ll do

• Lead problem investigations using structured techniques (5 Whys, Fishbone, fault tree).
• Analyze logs, traces, and datasets to detect patterns across web/mobile/contact center journeys.
• Propose and implement corrective actions (config hardening, retries, backoff, graceful degradation).
• Partner with engineering on defect fixes; validate through targeted tests and canary rollouts.
• Maintain problem records, track preventive actions, and measure effectiveness.
• Support performance baselining and capacity planning for peak periods.

Skills you’ll bring

• Strong troubleshooting skills; fluency with logs/metrics/traces and SQL.
• Ability to read code/config (Java/.NET/Node is a plus) and understand API contracts.
• Comfortable with CI/CD, feature flags, and rollback strategies.
• Ability to read code/config and familiarity with cloud platforms (Azure and AWS).
• Experience with TS2 and Mastercard is mandatory
• Experience in consumer banking/card platforms; exposure to PCI and secure operations.
• 5+ yrs of experience

Skill Requirements

L2 support with credit card domain - payment solution experience (TSYS)

Other Requirements

1. Itil Foundation Certification Is Optional But Valuable For This Role.
2. Certifications In Relevant Product Support Technologies Are Also Recommended.