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

Business Function

Technology and Operations (T&O) enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. In Group T&O, we manage the majority of the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels.

Requirements

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. The role requires strong leadership, deep technical understanding of card systems, and proven experience in managing production environments with high availability and compliance requirements.

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.
• Work closely with development, QA, infrastructure, and vendor teams to ensure seamless release and change management.
• Train and mentor 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

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