Job Title: Production Support Delivery Manager (TSYS TS2)
Location: Toronto Downtown (Canada)
Operating Model: 24 7 Hybrid Support
Mode: Sub-son
Role Overview
The Onshore Production Support Delivery Manager is accountable for end to end service delivery of production support operations for Client's core card processing environment, with a primary focus on TSYS TS2. This role acts as the single onshore point of accountability for service stability, major incident management, vendor coordination, and client governance, ensuring uninterrupted banking operations and regulatory compliance.
Key Responsibilities
Own end to end production support delivery for TSYS TS2 core card processing platform
Serve as the onshore incident commander for Major / P1 / P2 incidents impacting TS2 and downstream integrations
Lead incident triage, recovery coordination, RCA, and permanent fix implementation
Act as the primary interface with TSYS, Mastercard, and other third party vendors
Ensure strict adherence to SLAs, OLAs, regulatory, and audit requirements
Drive proactive problem management, stability initiatives, and risk reduction
Own production governance including daily operations, weekly service reviews, and executive reporting
Partner with offshore support managers to ensure seamless 24 7 coverage and effective handovers
Oversee change, release, and deployment activities related to TS2 and integrated systems
Ensure documentation, runbooks, SOPs, and compliance artifacts remain audit ready
Support transition activities including KT, shadow support, and move to steady state
Technology & Domain Scope
Core Banking / Card Processing: TSYS TS2
Payments & Networks: Mastercard
Integrations: APIs, batch processing, file interfaces
Channels Impacted: Credit card servicing, statements, onboarding, reconciliation
Operations: Incident, problem, change management within regulated banking environment
Required Experience & Skills
12 15+ years of IT operations / production support experience
5+ years in a Delivery Manager or Service Manager role supporting core banking or card platforms
Strong hands on experience with TSYS TS2 (mandatory)
Proven experience managing 24 7 production support for Tier 1 banking systems
Deep understanding of card lifecycle, settlement, reconciliation, and regulatory controls
Strong ITIL expertise: Incident, Problem, Change, and Release Management
Experience managing vendor relationships and executive stakeholder communications
Excellent crisis management, decision making, and leadership skills
Experience working in hybrid onshore offshore delivery models
Reporting & Governance
Acts as the primary onshore delivery owner for TSYS TS2
Leads client facing governance, executive updates, and regulatory discussions
Accountable for service quality, SLAs, incident outcomes, and continuous improvement
