Manager, Production Support & Incident Management (Payment Solutions)

About the role

We are looking for a high‑caliber Manager to lead production support and incident management for our payment platforms. The role focuses on ensuring system stability, handling major incidents, and driving continuous improvement after go‑live.

Key responsibilities

• Provide intensive post‑go‑live monitoring and rapid issue resolution for DDA/DDI payment workflows.
• Oversee major incidents, critical escalations, and complex cross‑functional issues, managing ticket intake, triage, assignment, and tracking via JIRA.
• Perform root‑cause analysis on production incidents and implement preventive measures.
• Analyze historical incident data to identify trends and deliver actionable reports to stakeholders.
• Coordinate with development and testing teams during QA cycles to ensure solution quality.
• Continuously monitor system performance and customer feedback, escalating critical matters and publishing post‑incident reports.

Required profile

• Bachelor’s degree in Business, Information Systems, or a related discipline.
• 10+ years of experience in Banking or Insurance, with advantage for MPF, ORSO, or Pension domains.
• Extensive experience in Major Incident Management, Problem Management, Project Management, and JIRA administration.
• Strong operational background in payment processing solutions, including Direct Debit Authorization (DDA) and Direct Debit Instruction (DDI) schemes.
• Exceptional analytical, problem‑solving and data‑analysis capabilities, with excellent written and spoken communication skills.

Required skills

• JIRA administration
• Payment processing knowledge (DDA, DDI)