Manager- Prod Support

Manager- Prod Support and ITSM, Credit Cards Platform

Brampton, ON ,Canada EST

"• 10+ years of IT Operations / Production Support experience, with 5+ years in a leadership or manager role.

• Mandatory experience managing production support operations for a Credit Card suite of applications in a Card Issuer environment.

• Strong understanding of credit card transaction processing, authorization, clearing, settlement, billing, rewards, and dispute management.

• Experience supporting TSYS TS2 (Green Screen) and related card processing platforms preferred.

• Proven experience leading Major Incident Management and client-facing operational engagements.

• Strong stakeholder management, team leadership, and communication skills.

• Experience working with ServiceNow, Jira, and ITIL-based support processes.

• Knowledge of Azure, AWS, or hybrid cloud environments preferred.

• ITIL certification preferred."

"Overview

The Manager, Production Support & ITSM is responsible for leading production support operations for a suite of Credit Card applications, ensuring platform stability, service availability, and operational excellence. The role serves as the primary client-facing operations lead, managing offshore teams, driving ITSM processes, and ensuring seamless support for business-critical card services.

Key Responsibilities

• Lead 24x7 production support operations for Credit Card platforms and applications.

• Manage Incident, Problem, Change, and Major Incident processes, ensuring SLA adherence and timely resolution of critical issues.

• Provide operational leadership for card processing functions including authorization, billing, settlements, rewards, disputes, and servicing.

• Act as the primary liaison between clients, business stakeholders, technology teams, vendors, and offshore support teams.

• Drive service governance, operational reporting, root cause analysis, and continuous service improvement initiatives.

• Ensure production readiness and operational stability across cloud and on-premises environments.

Key Requirements

• 10+ years of IT Operations / Production Support experience, with 5+ years in a leadership or manager role.

• Mandatory experience managing production support operations for a Credit Card suite of applications in a Card Issuer environment.

• Strong understanding of credit card transaction processing, authorization, clearing, settlement, billing, rewards, and dispute management.

• Experience supporting TSYS TS2 (Green Screen) and related card processing platforms preferred.

• Proven experience leading Major Incident Management and client-facing operational engagements.

• Strong stakeholder management, team leadership, and communication skills.

• Experience working with ServiceNow, Jira, and ITIL-based support processes.

• Knowledge of Azure, AWS, or hybrid cloud environments preferred.

• ITIL certification preferred.

Critical Requirement

Candidates must have prior experience leading production support teams supporting Credit Card applications and managing day-to-day operations in a card issuer environment. This is a mandatory requirement for the role."

Thanks & Regards
Aman Sharma
Direct Number:408-459-7174
e-mail :aman.s@epsilonsolutions.ca
Mississauga, Canada