As-isg-dc-hls Project Management @ Zensar

Job Summary

The Support Lead Cards Payments is responsible for leading a 24 7 production support operation for card acquiring payment systems built on HPS PowerCARD.

The role ensures high system availability, incident resolution, operational excellence, and continuous service improvement across cards and payments platforms.

This position acts as a key liaison between business, technology, vendors, and operations teams.

Required Skills Experience

Mandatory Experience

• 8 12+ years of experience in Cards Payments production support.
• Strong hands-on experience with HPS PowerCARD (Acquiring).
• Proven experience managing 24 7 support operations in a mission-critical environment.
• Solid understanding of card payment flows, transaction lifecycle, and settlement processes.

Technical Functional Skills

• Deep knowledge of:
  • HPS Powercard Product knowledge
  • ATM, POS transaction flows
  • Clearing settlement frameworks
• Experience with Unix/Linux, Oracle database, Azure, batch monitoring, and log analysis.
• Familiarity with incident management tools (ServiceNow, JIRA, ADO, etc.).
• ITIL-certified or strong ITIL process knowledge preferred.

Leadership Soft Skills

• Strong leadership, decision-making, and crisis management skills.
• Excellent communication skills for handling senior stakeholders and regulators.
• Ability to work under pressure in a high-availability, zero-downtime environment.

Preferred Qualifications

• ITIL Certification
• Experience working with global card networks (Visa, Mastercard, Discover, Amex)
• Exposure to cloud or hybrid environments supporting payment platforms
• Experience with regulatory audits and compliance assessments

Key Responsibilities:

Production Support Operations

• Lead and manage 24 7 L2/L3 production support for HPS PowerCARD covering acquiring, switching, authorization, clearing, and settlement.
• Ensure high availability, reliability, and performance of card and payment systems in line with SLAs.
• Own incident, problem, change, and release management processes aligned with ITIL best practices.
• Drive High severity incident management (HPIM) calls, root cause analysis (RCA), and post-incident reviews.
• Monitor system health, batch operations, EOD/EOM activities, and interfaces with multiple networks (Visa, Mastercard, Discover, Amex, etc.).

Team Leadership People Management

• Lead, mentor, and manage a multi-shift support team operating in 24 7 model.
• Ensure proper shift rosters, on-call coverage, skill coverage, and knowledge continuity.
• Conduct performance reviews, training plans, cross-skilling, and capability building.

Cards Payments Expertise

• Provide functional and technical oversight for:
  • Card lifecycle management Acquirer)
  • Transaction processing (ATM, POS, eCommerce)
  • Authorization, clearing, settlement, reconciliation
  • Fraud monitoring, chargebacks, and disputes
• Support integrations with payment gateways, core banking systems, third-party processors, and regulatory reporting systems.

Stakeholder Vendor Management

• Act as the primary point of contact for business stakeholders, operations, compliance, and risk teams.
• Coordinate with HPS support teams and third-party vendors for escalations, patches, and defect resolutions.
• Ensure timely communication during incidents, outages, and planned changes.

Change, Risk Compliance

• Review and support system changes, patches, and upgrades for PowerCARD.
• Identify operational risks and implement controls, automations, and preventive solutions.
• Ensure compliance with PCI-DSS, SOC, SOX, and regulatory requirements. (Optional)

Continuous Improvement

• Drive initiatives to reduce incidents, improve MTTR, and enhance system stability.
• Improve monitoring, alerts, runbooks, SOPs, and knowledge articles.
• Support automation and process optimization across support operations.