Delivery & Operations Lead (Credit Card Platforms)

Astra North Infoteck Inc.

Brampton, ON
Permanent
Full-time

24 days ago

10+ years in IT Operations/Production SupportHands‑on experience with credit card processing systems Strong skills in AWS and Dynatrace Proven leadership in P1/P2 incident management Solid understanding of ITIL (Incident/Problem/Change Management)Avoid profiles that are primarily development-only or helpdesk-only. This role requires senior operational leadership in a 24x7 financial environment.Key Responsibilities1. Delivery & Operational Leadership

Own end to end service delivery for credit card platforms supporting high volume, customer facing transactions.

Act as the final escalation authority for P1/P2 incidents, driving rapid recovery and root cause resolution.

Ensure SLAs, SLOs, and KPIs are consistently met or exceeded.

Provide continuous operational oversight to maintain platform stability, availability, and performance.

2. Banking & Credit Card Domain Ownership Provide delivery leadership across critical credit card processing systems, including:

Credit card transaction processing

Authorizations, settlements, postings

Disputes and chargebacks

Regulatory, audit, and compliance workflows

Collaborate closely with Business, Risk, Compliance, Engineering, and Vendor teams to ensure:

Production readiness

Controlled releases and changes

Compliance with governance and audit requirements

3. Cloud & Observability (AWS / Dynatrace) Oversee production support and operational excellence for cloud & monitoring environments:AWS Services (mandatory)

EC2, S3, RDS, IAM, VPC, CloudWatch

Responsible for environment stability, cost efficiency, and security alignment.

Dynatrace (mandatory)

Application and infrastructure monitoring

Transaction tracing & RCA

Performance analytics

Proactive alerting & anomaly detection

Use observability insights to:

Drive SLO tracking

Reduce incidents and MTTR

Deliver actionable dashboards and trend analysis

4. ITSM & Process Governance

Implement, enforce, and mature ITIL processes, including:

o Incident Managemento Problem Managemento Change Management

Lead major incident bridges and post incident reviews (PIRs).

Oversee documentation of:

o Runbooks & SOPso Escalation workflowso Known error databaseso Preventative action plans

Drive automation, continuous improvement, and reduction of repetitive/manual support efforts.

5. Team & Stakeholder Management

Lead, mentor, and manage L2/L3 production support teams.

Act as the primary interface with senior stakeholders, providing:

o Production health updateso Risk & impact assessmentso Delivery progress trackingo Service improvement plans

Collaborate with Development, DevOps, QA, Infrastructure, and third party vendors to ensure cohesive delivery.

Core Experience Requirements

10+ years in IT Operations / Production Support with Delivery or Lead responsibilities.

5+ years supporting Banking systems, preferably Credit Cards.

Proven ownership of mission critical, 24x7 production environments.

Technical ExpertiseCloud (Mandatory)

AWS: EC2, S3, RDS, IAM, VPC, CloudWatch

Hands on experience preferred.

Observability (Mandatory)

Dynatrace: APM, infra monitoring, dashboards, RCA, alerting

Additional observability tools are a plus.

ITSM Tools

Strong hands on expertise with ServiceNow or equivalent enterprise ITSM platforms.

Demonstrated leadership in:

o Major Incident Managemento Problem Managemento Change Governance (CAB participation)Operational Excellence

Ability to interpret operational data and transform it into actionable improvements.

Strong analytical and decision making capabilities.

Astra North Infoteck Inc.

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