Responsibilities

The Application Support Lead is responsible and accountable for managing application support, provide solutions / alternatives for incidents, drive batch recovery, initiate & implement solutions to improve batch efficiency and recoverability for Cardlink application under Cards Technology department.

Technical Leadership

• Provide Level 3 support for complex application issues and escalations.
• Conduct root cause analysis and implement long-term solutions.
• Monitor application performance using tools like Splunk, AppDynamics, or New Relic.
• Lead incident response and coordinate resolution efforts across teams.
• Review and manage application changes and deployments.

Team & Stakeholder Management

• Lead and mentor a team of support engineers, ensuring high performance and growth.
• Collaborate with development, QA, infrastructure, and business teams to resolve issues.
• Communicate effectively with stakeholders during incidents and post-mortems.
• Ensure SLAs and KPIs are met consistently.

Operational Excellence

• Drive process improvements and automation initiatives to enhance support efficiency.
• Maintain and update support documentation, runbooks, and knowledge bases.
• Ensure compliance with security and regulatory standards.
• Participate in capacity planning and disaster recovery exercises.

Requirements

• Degree in Computer Science or related discipline.
• At least 10-15 years of experience with at least 5-8 years in Cards application domain on a mainframe platform.
• Hands-on experience using CardLink hosted on a mainframe platform as well as working knowledge of Cards peripheral systems like Rewards, Collections, Tokenization, 3D Secure, Merchant/Cards Portals.
• Significant domain knowledge in Cards Acquiring and Issuing.
• Experienced in working with mainframe online related technologies including CICS/Online, Message layer/API integration, CICS Expediter.
• Experience with Mainframe Batch Processing Environment JCL, JES2 Batch and VSAM.
• Good working knowledge skills with Microsoft Office Products, Microsoft Visio and Microsoft Project.
• Excellent analytical, communication, and leadership skills.
• Concise understanding of the system development life cycle.
• Good problem solving, out of box thinking, analytical, system thinking and solutioning skills.
• Fast learner, enjoy analytical work with attention to details and proactive in providing solutions.