Cards L2 Support Operations Lead

Experience: 10+ years

Location: Ortigas, Pasig - Onsite

Responsibilities:

Act as the primary technical authority to review and challenge TSYS - proposed 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.

• Align TSYS solutions with bank-specific requirements

• Evaluate contractual and technical commitments

• Drive escalations where necessary with clear data-backed insights.

• Provide hands-on leadership for production and operational calls.

• 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

Required 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 databacked 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