Production Support Specialist

We are looking for a Level 2 Production Support Specialist to join our dynamic Payments Platform Support Team. This role is critical in providing specialized support for mission-critical financial systems, including transaction authorization applications and payment platforms. The ideal candidate will be responsible for triaging and resolving production issues, managing incidents, and ensuring the stability and performance of payment platforms like Zelle, Bill Pay, Real-Time Payments, Digital Wallet, and Base24 (Tandem XPNET).

Key Responsibilities:

• Incident Management & Root Cause Analysis: Lead incident management efforts to resolve production issues quickly and effectively, analyzing root causes to prevent future incidents.
• Production Triage Calls: Facilitate triage calls to quickly identify issues, assess their impact on customers, and drive the team toward a resolution.
• Stakeholder Communication: Clearly articulate production issues and their impacts to key stakeholders, both verbally and in writing.
• Monitoring & Reporting: Utilize monitoring and reporting tools (e.g., Splunk, SQL, Java) to analyze logs, extract information, and track application performance.
• Data Warehouse Support: Monitor and provide support for data warehouse environments, ensuring smooth integration and data flow.
• Ticketing Systems: Manage production support tasks using ticketing systems such as Remedy and ServiceNow, ensuring accurate and timely issue tracking.
• Process Documentation: Develop and maintain comprehensive documentation on support processes and workflows to improve team efficiency and knowledge sharing.
• Collaboration with Vendors: Work with external vendors (such as Visa, Mastercard, TCH, EWS, Fiserv) to resolve issues and improve platform performance.
• Tool Enhancement Proposals: Propose improvements to monitoring tools and workflows to reduce manual tasks and increase automation.
• Deployment Support: Assist in the deployment of application updates, patches, and changes, ensuring minimal disruption to production systems.
• Shift Flexibility: Availability for weekend coverage and after-hours support as needed to maintain uninterrupted service.

Qualifications:

• Experience: Minimum of 3 years of experience in Level 2 Production Support or a similar role within a technical or financial environment.
• Skills: Proficient in incident management, root cause analysis, and problem resolution.
• Technical Expertise: Experience with Splunk, SQL, Java, and data warehouse environments.
• Monitoring & Tools: Familiarity with monitoring tools to analyze system logs and performance metrics.
• Ticketing Systems: Proficiency in using ticketing systems such as Remedy and ServiceNow for issue tracking and resolution.
• Communication: Strong verbal and written communication skills, with the ability to effectively convey technical information to non-technical stakeholders.
• Vendor Coordination: Ability to collaborate effectively with external partners and vendors in a fast-paced, high-stakes environment.
• Shift Availability: Willingness to work flexible hours, including weekends, to provide necessary production support.

Preferred Skills:

• Experience with Zelle, Bill Pay, Real Time Payments, Digital Wallet, and Base24 (Tandem XPNET) platforms.
• Familiarity with ESQ and data security practices in financial systems.
• Understanding of application deployment processes and tools.

Job Type: Full-time

Pay: $100,000.00 - $120,000.00 per year

Benefits:

• Flexible schedule
• Health insurance
• Life insurance
• Paid time off

Application Question(s):

• Are you an US Citizen or hold Green Card or GC EAD Visa ?
• Are you comfortable with location?
• Have you applied to TCS through any job portal or consultant in the last six months?
• What is your current salary ?
• What is your expected salary ?
• Are you serving any notice period ? If yes , please mention it.
• What is your current location ?

Work Location: In person

Salary : $100,000 - $120,000