Production Support & Issue Management Specialist

Key Responsibilities

• Monitor live production systems, transaction flows, APIs, and third-party integrations.
• Detect, triage, and investigate production issues and system anomalies.
• Assess customer, merchant, operational, and financial impact of incidents.
• Validate fixes and monitor platform stability post-resolution.
• Own incident intake, prioritization, escalation, and coordination.
• Lead incident response calls and maintain clear, real-time communication with stakeholders.
• Track incident timelines, actions, and decisions from detection through resolution.
• Drive post-incident reviews and root cause analysis.
• Document incidents, issues, root causes, and remediation actions in a structured and auditable manner.
• Prepare and submit issue documentation to Compliance, Risk, Legal, or Audit teams where required.
• Support regulatory, audit, and internal control reviews with accurate incident records and reporting.
• Ensure issues with compliance or regulatory impact are escalated appropriately and tracked to closure.
• Act as the primary liaison between Engineering, Product, Operations, Risk, Support, and Compliance teams during incidents.
• Ensure clear handoffs and accountability for remediation and preventive actions.
• Support releases, configuration changes, and production deployments.
• Maintain incident logs, runbooks, and operational playbooks.
• Track and report key operational metrics (MTTR, incident volume, repeat issues, compliance-impacting events).
• Identify recurring issues and partner with teams to drive preventive and control improvements.

Qualifications

• 4–6 years of experience in production support, incident management, or technical operations.
• Experience supporting live systems in fintech, payments, lending, or SaaS environments.
• Strong troubleshooting and analytical skills using logs, dashboards, and metrics.
• Ability to manage high-pressure situations with calm, structured decision-making.
• Strong written communication skills, particularly for incident and compliance documentation.
• Preferred: Experience with monitoring and alerting tools (Datadog, Splunk, CloudWatch, New Relic, PagerDuty).
• SQL experience for data investigation and reconciliation.
• Familiarity with APIs, transaction processing, and third-party integrations.
• Exposure to ITIL, SOC, or regulatory incident management frameworks.