Senior Production Support Analyst - Payments

About the role

We are looking for a seasoned Production Support Lead to drive the stability and performance of our mission‑critical payment systems. The role combines hands‑on technical problem solving with team leadership and high‑visibility stakeholder communication in a fast‑paced, global environment.

Key responsibilities

• Lead, mentor and manage a team of production support analysts, overseeing schedules, on‑call rotations and performance.
• Act as the primary incident commander for major escalations, coordinating investigations across technical and business teams.
• Own communication during critical incidents, delivering clear updates to executives, clients and other stakeholders.
• Monitor end‑to‑end payment flows using ITRS Geneos and Grafana, identifying and preventing issues before they impact services.
• Drive root‑cause analysis, capture systemic trends and lead improvement initiatives.
• Ensure comprehensive documentation of processes, resolutions and system knowledge.

Required profile

• Significant experience in a production support role, preferably within payments or financial services.
• Proven ability to lead technical teams, manage schedules and handle high‑stakes escalations.
• Excellent communication skills, capable of presenting complex technical information to engineers and C‑level executives.
• Strong analytical mindset with a track record of driving root‑cause analysis.

Required skills

• SQL (e.g., SQL Developer)
• MongoDB (e.g., Compass)
• ITRS Geneos
• Grafana
• ServiceNow (ITSM ticketing)
• Microsoft Outlook
• Microsoft Teams