Production Support Manager Banking & Payments

Production Support Manager Banking & Payments

• Location: United States Remote
• Employment Type: Full-Time
• Experience Level: Senior (Typically 12+ years of relevant experience)
• Industry: Banking, Financial Services, and Payments

Position Summary

We are seeking a seasoned Production Support Leader to manage and drive support operations across critical banking and payment systems. The ideal candidate will lead L1, L2, and L3 support teams, ensure high system availability, and work closely with engineering and business teams to resolve issues, minimize downtime, and continuously improve service delivery.

This position plays a key role in incident response, root cause analysis, monitoring strategy, and ensuring production environments operate reliably and efficiently.

Key Responsibilities

• Oversee 24x7 production support for enterprise-level banking and payment platforms (e.g., ACH, SWIFT, RTP, SEPA, card processing).
• Lead and manage globally distributed L1, L2, and L3 support teams (30+ members).
• Coordinate with cross-functional teams to resolve high-severity incidents (P1/P2), perform RCA, and ensure timely service restoration.
• Implement proactive monitoring and automation to improve uptime and reduce repeat incidents.
• Develop and maintain SOPs, escalation workflows, and technical documentation to ensure smooth support operations.
• Align operations with ITIL-based practices and meet compliance and audit requirements (e.g., SOX, FFIEC).
• Work collaboratively with development, infrastructure, QA, and business stakeholders.
• Deliver regular performance reports and drive continuous improvement initiatives across support functions.

Required Qualifications

• In-depth experience supporting production environments for banking or payment systems.
• Strong understanding of transaction workflows, system integrations, and failure recovery in a financial domain.
• Demonstrated ability to lead multi-tiered (L1/L2/L3) support operations.
• Experience actively managing incident response, troubleshooting, and escalation handling.
• Proven leadership experience managing global teams of 30 or more members.
• Familiarity with tools and platforms such as:
• Monitoring & APM: Splunk, AppDynamics, Dynatrace, Geneos
• Scheduling: Control-M, Autosys
• Messaging & Middleware: IBM MQ, Kafka, WebSphere, Tomcat
• Databases: Oracle, SQL, PL/SQL
• CI/CD Tools: Jenkins, GitHub
• Scripting Languages: Shell, Python
• Ticketing Systems: ServiceNow, JIRA, Remedy

Preferred Qualifications

• Experience supporting core banking or treasury platforms (e.g., FLEXCUBE, Finacle, T24, Base24).
• Knowledge of payment standards such as SWIFT, ISO20022, NACHA, RTP, MT/MX, and card network protocols.
• Exposure to regulatory compliance and IT audit processes.
• Familiarity with SRE practices and UAT-to-production release workflows.