Senior Associate, Specialist, Application Support Engineer, Technology and Operations

Job Purpose

The Senior Associate Support will be responsible for the end-to-end technical support and operations of the bank's credit card systems, including transaction processing, batch operations, card lifecycle management, and integration with internal and external platforms.

Job Duties & Responsibilities

• Manage L2/L3 support for credit card applications including authorization, settlement, rewards, billing, and dispute modules.
• Lead incident management and root cause analysis for critical issues impacting card transaction flows.
• Oversee batch processing, settlement jobs, and ensure timely completion of billing cycles.
• Collaborate with vendors (e.g., Visa, Mastercard, card processor platforms) to resolve integration and platform issues.
• Maintain SLAs for production systems and manage escalation paths for high-priority incidents.
• Ensure security and compliance (PCI-DSS, audit controls, regulatory guidelines) in all support operations.
• Drive monitoring, alerting, and observability improvements using tools like Splunk, AppDynamics, Grafana, or similar.
• Coordinate system upgrades, hotfixes, and deployment of patches across environments.
• Maintain knowledge base, runbooks, and documentation for recurring issues and operational procedures.
• Coordinate training and mentorship of support analysts and ensure knowledge transfer within the team.

Education / Preferred Qualifications

• Bachelor’s degree in computer science, Information Technology, or a related field.
• Certification in ITIL v3/v4 preferred.
• PCI-DSS or payments-related certifications (e.g., PCIP, CISSP) are a plus.

Core Competencies

• 5–15 years of IT experience with at least 2 years in credit card systems support.
• Strong knowledge of card management systems (e.g., Intelect, VisionPLUS, TSYS, FIS, T24 Cards, or in-house platforms).
• Proficient in SQL, scripting (Shell/Python), batch scheduling (Control-M/AutoSys), and log analysis.
• Understanding of payment authorization flows, ISO 8583 messaging, and card network protocols.
• Familiarity with APIs, microservices, and middleware integration (SOAP/REST, MQ, Kafka).
• Exposure to cloud platforms and infrastructure (AWS, Azure, or hybrid environments) is an advantage.
• Experience working in ITIL-based environments and managing incident/problem/change workflows.
• Strong analytical and troubleshooting skills.
• Leadership and team management.
• Vendor and stakeholder communication.
• Crisis management and high-pressure resolution.
• Continuous improvement mindset.

Location

Technology Centre

Job

Technology

Schedule

Regular

Status

Full time