Responsibilities:Drive identification, triage, and resolution of production incidents with minimal business disruptionDrive Problem Management, including root cause analysis (RCA), mitigation, and permanent fix trackingManage incident and problem tickets through the enterprise ITSM platform, ensuring SLA adherenceCoordinate real‑time restoration activities, engaging development, infrastructure, and vendor teamsOversee capacity and performance management, proactively identifying and mitigating risksUtilize modern monitoring and observability tools such as Splunk, Dynatrace, and Geneos for proactive detectionBuild and enhance automation scripts, dashboards, and alerts to reduce manual effortSupport CI/CD pipelines, including automated release and deployment processesPartner with Engineering teams for onboarding new services, major upgrades, and platform changesEnsure operational readiness for releases, deployments, and infrastructure upgradesRequired QualificationsTHIS POSITION WILL REQUIRE WORK ON SOME HOLIDAYS AND WEEKEND FOR RELEASES5-8 years of hands‑on experience in L2/L3 Application Production Support within banking or financial servicesStrong experience supporting Corporate Banking and Channel applications, with a solid understanding of regional and global payment products and clearing systems. Key responsibilities include ensuring compliance with incident management and problem management policies and procedures, serving as a focal point for the customer, client, and associate experience, restoring complex production incidents under tight Service Level Agreements, and pursuing root cause and problem resolution follow ups.