Cards L2 Operations Lead

Job Description

• Act as the primary technical authority to review and challenge TSYSproposed solutions. 
• Critically assess solution design, including: 
• Performance parameters (e.g., transactions per second, scalability)
• System resilience, failover, and operational readiness
• Identify gaps, delays, and inconsistencies in TSYS responses and drive timely resolution. 
• Ensure proactive mitigation of risks (e.g., RC91, performance bottlenecks).
• Perform incident triage, root cause analysis (RCA), and resolution within defined SLAs
• Serve as the single point of accountability for coordination with TSYS and other ecosystem stakeholders. 
• Work closely with UBP and internal teams to: 
• Align TSYS solutions with bank-specific requirements
• Leverage UBP expertise to evaluate contractual and technical commitments
• Drive escalations where necessary with clear data-backed insights.
• Provide hands-on leadership for production and operational calls.
• Reduce dependency on UBP leadership for issue resolution by: 
• Bringing strong TSYS domain expertise

o Enabling faster triaging and root cause analysis

o Ensure smooth functioning of L2 support and technical operations.

• Bridge the gap between ticket management and deep technical analysis

Key Skills

• Minimum 10+ years of TSYS or card processing platform experience
• Strong knowledge of TSYS platforms (TS2/Prime or equivalent card processing systems)
• Understanding of payments domain (cards, issuing, acquiring)
• Strong expertise in TSYS (Prime / processing platforms) or similar card/payment processing systems 
• Deep understanding of: 

o Payments architecture (cards, authorization, clearing, settlement)

o High-volume transaction systems and performance tuning

• Experience in production support (L2/L3), incident management, and vendor governance
• Ability to challenge vendors with strong technical depth and data-backed insights
• Proven track record in stakeholder management and executive communication
• Experience working with global banking clients and payment ecosystems
• Experience with: 

o ISO 8583 message formats

o SQL (data analysis, troubleshooting), SQL queries for investigation

o Unix/Linux commands (Unix/Linux commands (log analysis, job monitoring, Shell scripting for automation and diagnostics)

o Database Management – basic technical skills (Oracle / DB2 databases (commonly used in TSYS environments)

• Familiarity with monitoring tools (e.g., Splunk, AppDynamics, Dynatrace)
• Strong analytical and problem-solving skills 
• Ability to work in 24x7 support environments if needed
• Good communication and stakeholder management 
• Ability to handle high-pressure production issue