Technology Support Lead

Description

As a Vice President Production Engineering Lead within Merchant Services, you will serve as a senior technical leader responsible for the reliability, resiliency, observability, and operational readiness of critical payment platforms.

You will provide end-to-end production ownership across the service lifecycle, driving stability improvements, incident reduction, automation, and operational excellence.

This highly technical individual contributor role partners across software engineering, product, infrastructure, cyber, and production support teams to improve service health, resiliency, and client experience.

You will serve as a trusted technical authority during major incidents, production readiness reviews, resiliency exercises, and operational governance activities while championing Site Reliability Engineering (SRE) principles and modern engineering practices.

Job Responsibilities


* Serve as the technical production owner for critical merchant payment services and client-facing platforms, driving reliability, availability, scalability, operational efficiency, and client experience through SRE principles.


* Evaluate production readiness for releases, ensuring operational controls, supportability, resiliency, observability, and recovery requirements are met.


* Lead technical response and restoration efforts during major production incidents, accelerating recovery and coordinating across engineering, infrastructure, cyber, and support teams.


* Partner with development teams to identify recurring failure patterns, drive root cause remediation, reduce technical debt, and prevent recurrence.


* Define and improve SLOs, SLIs, error budgets, reliability metrics, monitoring, telemetry, dashboards, alerting, and operational analytics.


* Design and implement automation that reduces manual effort, operational risk, and mean time to resolution while improving service reliability.


* Lead resiliency planning, failover testing, recovery validation, continuity exercises, and production lifecycle reviews.


* Drive adoption of enterprise-authorized AI-assisted engineering and automation practices while establishing appropriate validation, secure coding, peer review, and testing standards.


* Apply modern SDLC tooling, AI-assisted development capabilities, and engineering practices to improve automation, quality, delivery efficiency, and operational outcomes.


* Maintain strong production governance, including access controls, operational procedures, audit readiness, runbooks, documentation, MEPC execution, and operational review processes.


* Evaluate emerging technologies, engineering tooling, and AI-assisted operational capabilities that improve service health, support effectiveness, and production reliability.

Required Qualifications, Capabilities, and Skills


* Extensive experience supporting large-scale, mission-critical production environments in high-volume transaction or payment pl...