Senior Engineering Director ( Banking & Payments )

Hybrid in Dallas, TX, US • Posted 23 hours ago • Updated 23 hours ago
Full Time
25% Travel Required
Hybrid
Depends on Experience
Fitment

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Job Details

Skills

  • Stakeholder Engagement
  • SLA
  • Operational Excellence
  • Managed Services
  • Banking
  • Customer Facing
  • Stakeholder Management
  • Payments

Summary

Sr. Director / Engagement Leader ( (Payments Managed Services)

  • Level 2 Support Engineering (Payments Managed Services)
  • Location: Dallas, TX USA (Remote / Hybrid)
  • Job Type: Full-Time
  • Experience : 15 + yrs 

Role Overview

We are looking for a senior-level Level 2 Support Engineering Engagement Leader to drive operational excellence, service stability, and transformation across enterprise payments platforms within a managed services model.

This role will lead end-to-end Level 2 support operations, including incident management, automation adoption, stakeholder engagement, and continuous service improvement.


Must Have Skills

  • Strong experience in Payments domain (Card, ACH, Wire, RTP, Clearing & Settlement)
  • Hands-on experience with Level 2 Production Support / Application Support
  • Deep understanding of distributed systems, APIs, batch & real-time processing
  • Experience with AIOps / automation / AI-driven incident management
  • Strong background in SLA, KPI, OLA management
  • Proven experience in Managed Services / client-facing roles
  • Strong stakeholder management & client engagement skills
  • Experience with incident management, RCA, problem management
  • Knowledge of observability / monitoring tools
  • Leadership experience managing global support teams

Key Responsibilities

  • Lead Level 2 support operations ensuring high availability and reliability
  • Drive automation and AIOps adoption to reduce manual effort
  • Manage incident triage, escalation, and root cause analysis
  • Ensure adherence to SLA / OLA commitments
  • Act as the primary client engagement lead
  • Drive continuous improvement and service transformation
  • Collaborate with L1, L3, product, and infrastructure teams
  • Improve self-healing and self-service capabilities
  • Lead and mentor global support teams
  • Manage vendor performance and service delivery quality

Nice to Have

  • Experience in Banking / Financial Services
  • Exposure to SRE / DevOps practices
  • Certifications like ITIL, PMP, SAFe
  • Experience with monitoring tools, ticketing systems, workflow automation
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
  • Dice Id: 91124577
  • Position Id: 8941025
  • Posted 23 hours ago
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