Jr. Service Delivery​/Production Support

Job Title - NARP Technology Service Delivery/Production Support Analyst

The NARP Technology Service Delivery/Production Support analyst is accountable and responsible for the end‑to‑end leadership, governance, and execution of production support activities across NARP Technology. This role is an individual contributor position that serves as a representative for NARP Tech production support, operating independently while coordinating concurrently with a large number of internal and external teams.

The incumbent provides 24/7 production support leadership for Credit Card vendor platforms and BMO‑owned applications, ensuring platform stability, rapid incident recovery, and continuous service improvement. The role has a strong focus on Incident Management, Problem Management, Change Management, Vendor Engagement, and Site Reliability Engineering (SRE) practices.

• Act as the Production Support for all NARP Technology platforms, including credit card vendor and internally owned applications.
• Lead and govern the Incident Management process, including severity assessment, escalation, recovery coordination, and communication in a 24/7 environment.
• Serve as the primary lead for SEV‑1 incidents, both during and after business hours.
• Lead SEV‑1 bridge calls and Major Incident Response Team (MIRT) engagements, representing NARP Technology and vendor platforms.
• Ensure rapid recovery of services through effective coordination with internal technology teams, vendors, and business stakeholders.
• Proactively identify emerging issues and trends to reduce recurrence and improve platform resilience.

• Act as the primary liaison between NARP Technology, third‑party vendors, internal IT teams, business partners, and Line of Business (LOB) leadership.
• Manage vendor engagement during incidents, outages, and change activities, including coordination with TSYS and other card and payment vendors.
• Lead and coordinate vendor impact assessments, outage management activities, and downstream dependency analysis.
• Ensure all vendor‑related questions, assessments, and responses are managed efficiently and within defined timelines.

• Lead and actively participate in Root Cause Analysis (RCA) investigations, including issue triage, diagnosis, and remediation planning.
• Ensure action plans and Service Now (SN) tasks are followed through to closure without delay.
• Document root causes, corrective actions, and preventive measures to improve long‑term platform stability.
• Conduct independent analysis and assessments to resolve complex and strategic production issues.

• Lead the end‑to‑end process for vendor and internal outage management, including impact assessment and mitigation planning.
• Ensure all tickets, intakes, approvals, and scheduling activities are completed in alignment with established processes.
• Ensure Change Requests (CRs) are created, reviewed, and approved in accordance with Change Management and LTO requirements.
• Lead cross‑team assessments to determine downstream impacts to BMO systems, applications, and payment/card processes.
• Ensure QA and testing teams are engaged appropriately when testing is required for issue remediation or change implementation.
• Support adherence to SDLC and change governance processes to minimize customer and business impact.

• Drive continuous improvement through the identification of automation opportunities and operational efficiencies.
• Apply Site Reliability Engineering (SRE) principles to improve availability, reliability, and observability of platforms.
• Lead the implementation and enhancement of real‑time monitoring dashboards to track platform stability and performance.
• Own and lead resilience improvements across vendor and internal platforms.
• Manage patching and vulnerability planning and execution to maintain security and compliance.

• Manage assignment and tracking of all production issues and tickets initiated through Service Now.
• Monitor and report on SLA adherence,…