Job Description 

Join our dynamic team to innovate and refine technology operations, impacting the core of our business services.

As a Technology Support Lead within the Merchant Services Technology Production Management space, you will lead a team of Issues Management Analysts. You will support merchant-level complex research issues across multiple Merchant Services Payment Processing platforms. You will promote and deliver business results, engage with merchants, develop and implement operational efficiencies, and collaborate with internal business partners to enhance service delivery to merchants. You will be responsible for promoting major initiatives in collaboration with Senior Executive leaders in the Relationship Management, Client Onboarding and Service, Technology and Product organizations as well as other areas of operation within Merchant Services. 

Job Responsibilities :

Lead a team of Issues Management Analysts in support of merchant level complex research issues Manage day to day performance of the team including handling escalations and other critical issues Function as a liaison and escalation point with various internal partners including Relationship Managers, Technology, Client Onboarding and Service and other areas of operation within CIB as well as merchants Assess, identify, recommend and implement enhancements to improve operational effectiveness and service delivery to our merchants Present updates and solutions in a concise manner to Senior Managers, Business Partners and to Senior Executive leadership on short notice Understand and effectively manage risks in the environment Analyze team quality performance trends including identifying opportunities for improvement and recommended changes Lead major projects and process improvement initiatives in the Production Management – Issues Management space Create a positive employee experience while prioritizing business results and managing risks and controls. 

 

Required qualifications, capabilities and skills:

5+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services5+ years Merchant Services specific experience or similar operational experienceMinimum 3+ years of management or equivalent experience Demonstrated Intermediate-to-expert proficiency with Relational Database Management tools and SQLExperience leading and developing Associate Level staff functions Superior problem solving and analytical skillsStrong written communication SkillsDemonstrated Executive presence and presentation skillsIntermediate-to-expert proficiency with Microsoft Excel and PowerPoint Experience working with Controls and Audit 

 

Preferred Qualifications, Capabilities and Skills:

Bachelor’s Degree or equivalent Intermediate-to-expert proficiency with AWS related tools including Snowflake, OpenSearch and CloudWatchExperience with Generative Artificial Intelligence (GEN/AI) and Large Language Models (LLMs)Merchant facing experience