Sr. Production Support Lead to own operational oversight, incident leadership, vendor coordination, and site reliability support across the bank's credit‑c

Sr. Production Support Lead to own operational oversight, incident leadership, vendor coordination, and site reliability support across the bank's credit‑card platforms, middleware/API layers, and downstream digital channels

Duration: 12 Months (Extension likely)

Location: Toronto (Hybrid, 2x/week)

Environment: 24/7 production support (on-call required)

The Senior Technology Production Support Lead is a highly senior individual‑contributor role responsible for end‑to‑end leadership of production support activities across the North American Retail Payments (NARP) Credit Card ecosystem. The role provides 24/7 operational oversight, incident leadership, vendor coordination, and site reliability support across the bank's credit‑card platforms, including TSYS (TS2), Mastercard integrations, vendor systems (G&D, Simcor), middleware/API layers, and downstream digital channels. This position requires someone who can operate independently, manage high‑visibility incidents, navigate complex, non‑linear investigations across multiple applications, and drive platform stability in partnership with internal teams and external vendors.

Responsibilities:

• Act as the primary Production Support Lead for all NARP credit‑card platforms and integrations.
• Lead SEV1 and high‑visibility incidents, including overnight/on‑call response.
• Facilitate and lead Major Incident Response Team (MIRT) bridges.
• Conduct deep triage across TSYS, Mastercard, vendor systems (G&D/Simcor), middleware/APIs, batch files, and downstream digital channels.
• Manage high‑volume issue flow from shared inboxes and operational channels.
• Ensure rapid investigation and recovery, coordinating across multiple technology teams.
• Identify recurring patterns and emerging risks; drive reduction of repeat incidents.
• Help optimize alerting (e.g., addressing false alarms and batch‑delay noise in current triggers)
• Serve as the main operational liaison between NARP Technology, TSYS, Mastercard, Simcor, G&D, and other external vendors.
• Coordinate vendor assessments, outage responses, impact analyses, and remediation timelines.
• Lead root‑cause investigations (RCA) for platform issues spanning multiple systems.
• Drive follow‑through on ServiceNow tasks, remediation plans, and long‑term fixes.
• Oversee all planned and unplanned outage activities across TSYS + vendor platforms.
• Coordinate downstream and upstream impact analysis across cards, APIs, batch processes, digital channels, and banking apps.
• Apply SRE principles to enhance resiliency, availability, and incident prevention.
• Lead the operationalization of monitoring dashboards (Dynatrace) and ensure useful real‑time visibility.
• Navigate and action Dynatrace alerts (not necessarily to build from scratch).
• Lead coordination between developers, architects, SREs, L1-L3 support teams, vendors, and business partners.
• Perform hands‑on investigation as needed (log analysis, payload review, platform tracing).

Must Haves:

• Senior‑level experience in production support leadership within a financial institution or highly regulated environment.
• Deep understanding of credit‑card processing platforms - ideally TSYS/TS2, or strong equivalent vendor platforms.
• Experience with Mastercard integrations, vendor ecosystem (Simcor, G&D), and downstream card data consumers.
• Strong expertise in Incident, Problem, Change, and Escalation Management in a 24/7 environment.
• Ability to lead high‑pressure, high‑visibility incidents and communicate at executive levels.
• Strong understanding of API, batch, MQ, and multi‑system data flows (investigations are not linear; must pivot across multiple systems).
• Experience with SRE principles and real‑time monitoring tools (Dynatrace preferred).
• Ability to diagnose complex issues spanning TSYS + Bank's internal applications + downstream digital layers.