Delivery & Operations Lead (Credit Card Platforms)

10+ years in IT Operations/Production Support

Hands‑on experience with credit card processing systems Strong skills in AWS and Dynatrace Proven leadership in P1/P2 incident management Solid understanding of ITIL (Incident/Problem/Change Management)

Avoid profiles that are primarily development-only or helpdesk-only. This role requires senior operational leadership in a 24x7 financial environment.

Key Responsibilities

1. Delivery & Operational Leadership

• Own end to end service delivery for credit card platforms supporting high volume, customer facing transactions.

• Act as the final escalation authority for P1/P2 incidents, driving rapid recovery and root cause resolution.

• Ensure SLAs, SLOs, and KPIs are consistently met or exceeded.

• Provide continuous operational oversight to maintain platform stability, availability, and performance.

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2. Banking & Credit Card Domain Ownership Provide delivery leadership across critical credit card processing systems, including:

• Credit card transaction processing

• Authorizations, settlements, postings

• Disputes and chargebacks

• Regulatory, audit, and compliance workflows

Collaborate closely with Business, Risk, Compliance, Engineering, and Vendor teams to ensure:

• Production readiness

• Controlled releases and changes

• Compliance with governance and audit requirements

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3. Cloud & Observability (AWS / Dynatrace) Oversee production support and operational excellence for cloud & monitoring environments:

AWS Services (mandatory)

• EC2, S3, RDS, IAM, VPC, CloudWatch

• Responsible for environment stability, cost efficiency, and security alignment.

Dynatrace (mandatory)

• Application and infrastructure monitoring

• Transaction tracing & RCA

• Performance analytics

• Proactive alerting & anomaly detection

Use observability insights to:

• Drive SLO tracking

• Reduce incidents and MTTR

• Deliver actionable dashboards and trend analysis

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4. ITSM & Process Governance

• Implement, enforce, and mature ITIL processes, including:

o Incident Management

o Problem Management

o Change Management

• Lead major incident bridges and post incident reviews (PIRs).

• Oversee documentation of:

o Runbooks & SOPs

o Escalation workflows

o Known error databases

o Preventative action plans

• Drive automation, continuous improvement, and reduction of repetitive/manual support efforts.

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5. Team & Stakeholder Management

• Lead, mentor, and manage L2/L3 production support teams.

• Act as the primary interface with senior stakeholders, providing:

o Production health updates

o Risk & impact assessments

o Delivery progress tracking

o Service improvement plans

• Collaborate with Development, DevOps, QA, Infrastructure, and third party vendors to ensure cohesive delivery.

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Core Experience Requirements

• 10+ years in IT Operations / Production Support with Delivery or Lead responsibilities.

• 5+ years supporting Banking systems, preferably Credit Cards.

• Proven ownership of mission critical, 24x7 production environments.

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Technical Expertise

Cloud (Mandatory)

• AWS: EC2, S3, RDS, IAM, VPC, CloudWatch

• Hands on experience preferred.

Observability (Mandatory)

• Dynatrace: APM, infra monitoring, dashboards, RCA, alerting

• Additional observability tools are a plus.

ITSM Tools

• Strong hands on expertise with ServiceNow or equivalent enterprise ITSM platforms.

• Demonstrated leadership in:

o Major Incident Management

o Problem Management

o Change Governance (CAB participation)

Operational Excellence

• Ability to interpret operational data and transform it into actionable improvements.

• Strong analytical and decision making capabilities.