Delivery & Operations Lead

Role:
Delivery & Operations Lead (Credit Card Platforms)

Location:

Brampton , ON, CA (Hybrid ( Days WFO))
Duration:

- months



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

• EC, S, RDS, IAM, VPC, Cloud Watch

• 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
________________________________________
. 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.
________________________________________
. Team & Stakeholder Management

• Lead, mentor, and manage L/L 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, Dev Ops, QA, Infrastructure, and third party vendors to ensure cohesive delivery.
________________________________________
Core Experience Requirements

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

• years supporting Banking systems, preferably Credit Cards.

• Proven ownership of mission critical, x production environments.
________________________________________
Technical Expertise
Cloud (Mandatory)

• AWS: EC, S, RDS, IAM, VPC, Cloud Watch

• 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 Service Now 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.