Specialist – Management Support

Purpose of the Role

The IBM Safer Payments Support Specialist will be responsible for providing end-to-end support, maintenance, monitoring, and optimization of the IBM Safer Payments solution. The role will ensure high availability of fraud detection services, timely incident resolution, system performance management, and support for business and compliance requirements.

• Provide Level 1/Level 2 support for IBM Safer Payments applications.
• Monitor application health, performance, and availability.
• Troubleshoot and resolve incidents, service requests, and production issues within defined SLAs.
• Perform application configuration, rule deployment, and parameter tuning.
• Coordinate with business users, vendors, and technical teams for issue resolution and enhancements.
• Support fraud detection operations and fraud prevention initiatives.
• Manage application upgrades, patching, and release deployments.
• Manage production and non-production environments.
• Analyze logs and system performance to identify and resolve root causes of issues.
• Ensure compliance with security, audit, and regulatory requirements.
• Prepare operational reports, documentation, and knowledge transfer materials.
• Participate in disaster recovery testing and business continuity activities.
• Provide on-call support during critical incidents and planned activities.

• Bachelor's degree in Computer Science, Information Technology, Engineering.
• Minimum 2-5 years of experience supporting IBM Safer Payments or similar Fraud Management solutions.
• Strong knowledge of payment systems, card transactions, fraud detection, and banking operations.
• Experience with clustered systems and high availability environments.
• Experience with Linux/Unix environments and application troubleshooting.
• Experience with low-code systems and managing complex workflows.
• Experience with middleware and APIs integrations.
• Knowledge of databases such as SQL, Oracle or PostgreSQL.
• Understanding of application monitoring, incident management, and ITIL processes.
• Understanding networking concepts load balancers, firewall, WAF, etc.
• Strong analytical and problem-solving skills.
• Excellent communication and stakeholder management abilities.

• IBM Safer Payments certification or relevant vendor certification.
• Experience in banking, financial services, or payment processing environments.
• Experience in bash, python, or equivalent scripting languages.
• Familiarity with APIs, integrations, and transaction monitoring systems.
• Knowledge of cybersecurity and fraud risk management practices.