Role- Production Support

Location – Mexico City - Hybrid

Position type- Contract

Start - ASAP

Mandatory Skill:

- Global PAY plus GPP SP Standard Platform,------GPP- Global Pay plus or Global Payment Plus

Job Description:

Required Skills & Experience:

• Expertise in GPP SP with a deep understanding of its functionalities, configurations, and troubleshooting techniques. Mandatory Experience in 24x7 production support, preferably in banking, financial services, or payment technology domains. Strong knowledge of payments processing, settlement systems, and regulator

Summary

• We are seeking a highly skilled Production Support Lead with expertise in GPP SP (Global PayPlus Standard/Service Platform) to oversee 24x7 support operations.
• The ideal candidate will have experience in financial services and payments technology, with a strong advantage if they have worked with Finastra solutions.
• This role requires proactive monitoring, troubleshooting, incident management, and collaboration across teams to ensure optimal system availability, stability, and performance for operations in Australia, Vietnam, and the US.

Key Responsibilities:

• Lead and manage 24x7 production support for payment platforms across Australia, Vietnam, and US.
• Provide expert-level support for GPP SP, troubleshooting issues, analyzing system logs, and ensuring quick resolution of incidents.
• Collaborate with development, and infrastructure teams to address production challenges and improve system stability. Drive root cause analysis (RCA) for recurring incidents and implement long-term solutions.
• Maintain incident, problem, and change management processes in adherence to ITIL best practices.
• Strong troubleshooting, analytical, and problem-solving skills. Perform Ready for Business checks, high-volume processing, and special day handling activities.
• Work closely with Finastra and other vendors to resolve complex production issues.
• Manage availability and continuity, participating in regular Disaster Recovery (DR) and Business Continuity Plan (BCP) activities while maintaining documentation.
• Support user operation queries, ensuring timely acknowledgment and resolution. Perform, troubleshoot, and support periodic activities such as Beginning / End of Day, End of Month, End of Quarter, End of Year, etc.
• Ability to handle high-pressure situations, ensuring swift resolution of critical incidents. Monitor system performance, availability, and security, identifying potential risks and implementing preventive measures.
• Ensure timely and effective communication with stakeholders during critical incidents and service disruptions. Mentor and support junior team members, fostering a high-performance culture within the support team.