Delivery Manager

Artech Information Systems View all jobs

Brampton, ON
Contract
Full-time

27 days ago

Title: Delivery & Operations Lead (Credit Card Platforms)
Location: Brampton - Hybrid (3 Days WFO)
Duration: 6-12 months+
Pay Range: C$65 INC
Strong Banking/Credit Card production support experience, not general IT support. The ideal profile has:10+ years in IT Operations/Production Support
Hands-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 Responsibilities
1. 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 Management
o Problem Management
o Change Management

Lead major incident bridges and post incident reviews (PIRs).
Oversee documentation of:

o Runbooks & SOPs
o Escalation workflows
o Known error databases
o 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 updates
o Risk & impact assessments
o Delivery progress tracking
o 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 Expertise
Cloud (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 Management
o Problem Management
o Change Governance (CAB participation)
Operational Excellence

Ability to interpret operational data and transform it into actionable improvements.
Strong analytical and decision making capabilities.

Comments for Suppliers:

Artech Information Systems

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