Technology Support Lead - Merchant Services

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

As a Technology Support Lead in the Merchant Services group, you will play a leadership role in ensuring the operational stability, availability, and performance of our production services. Critical thinking while overseeing day-to-day maintenance of the firm’s systems will be key and set you up for success as you navigate tasks related to identifying, troubleshooting, and resolving issues to ensure a seamless user experience. you will serve as a senior technical leader responsible for the reliability, resiliency, observability, and operational readiness of critical payment platforms. You will provide end-to-end production ownership across the service lifecycle, driving stability improvements, incident reduction, automation, and operational excellence.

Job responsibilities

• Serve as the technical production owner for critical merchant payment services and client-facing platforms.

• Apply Site Reliability Engineering (SRE) principles to improve reliability, availability, scalability, and operational efficiency.

• Drive end-to-end service quality and client experience through data-driven operational improvements.

• Evaluate service readiness for production release activities, ensuring operational controls, supportability, resiliency, and observability requirements are met.

• Lead teams of technologists that provide end-to-end application or infrastructure service delivery for the successful business operations of the firm

• Leads team adoption of enterprise-authorized AI capabilities within the work environment to improve incident triage speed and consistency (e.g., synthesizing operational signals into prioritized actions), with human-in-the-loop validation and appropriate handling of sensitive data.

• Execute policies and procedures that ensure operational stability and availability and lead incident, problem, and change management in support of full stack technology systems, applications, or infrastructure

• Monitor production environments for anomalies, address issues, drive evolution of utilization of standard observability tools, and escalate and communicate issues and solutions to business and technology stakeholders through incident resolution and service restoration

• Applies reuse-first, AI-assisted practices across incident/problem/change routines to identify recurring interruption patterns and validate remediation actions aligned to resiliency and security expectations.

Required qualifications, capabilities, and skills

• 5+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services

• Strong background in Site Reliability Engineering (SRE), Production Engineering, Application Support, Platform Engineering, or Technology Operations.

• Proven experience leading technical resolution efforts for complex production incidents.

• Demonstrated expertise in root cause analysis, problem management, and recurrence elimination.

• Experience supporting highly available distributed systems in cloud and hybrid environments.

• Strong understanding of observability, monitoring, telemetry, event management, and operational intelligence

• Demonstrated experience using enterprise-authorized AI capabilities within the work environment to support production operations workflows with strong validation habits and awareness of data sensitivity.

• Ability to review and validate AI-assisted incident recommendations before action, escalating when uncertain and ensuring outcomes align to operational, security, and auditability expectations.

• Experience managing applications or infrastructure in a large-scale technology environment both on premises and public cloud

• Proficient in observability and monitoring tools and techniques

• Experience executing on processes in scope of the Information Technology Infrastructure Library (ITIL) framework

Preferred qualifications, capabilities, and skills

• Experience supporting payment processing, merchant acquiring, or high-volume transaction systems.

• Hands-on experience with Grafana, Splunk, Dynatrace, OpenSearch, and modern observability ecosystems.

• Experience working with AWS Console and cloud service operations.

• Familiarity with GitHub Copilot and AI-assisted software engineering practices.

• Practical experience applying AI prompt engineering techniques to operational analysis, automation, reporting, or troubleshooting workflows