Manager, Production Support & Incident Management (Payment Solutions)
Job Summary
We are seeking a high-caliber Manager – Production Support & Incident Management to join our eMPF payment team, driving system stability, major incident management, and post-go-live operations. In this role, you will oversee end-to-end incident resolution for payment platforms (including DDA and DDI), lead JIRA ticket triage, perform historical data analysis for continuous improvement, and collaborate with cross-functional partners—including testing teams—to ensure high-quality software delivery and operational excellence.
Your Role
As a Manager, you will drive production support operations, incident response, and continuous quality assurance through the following duties:
Production Support & Post Go-Live Stabilization: Support payment-related workflows (DDA/DDI), providing intensive post go-live monitoring, rapid issue resolution, and proactive support to minimize disruption for internal and external users.
Incident & Problem Management: Oversee major incidents, critical escalations, and complex cross-functional issues; manage ticket intake, triage, assignment, and tracking via JIRA.
Root-Cause Analysis & Prevention: Perform root-cause analysis on production incidents, collaborate with development and operations teams to implement timely fixes, execute remedial actions, and establish preventive measures.
Data Analysis & Actionable Insights: Conduct in-depth analysis on historical incident data to identify operational trends, uncover process improvement opportunities, and deliver actionable reports to key stakeholders.
Quality Assurance & Testing Support: Coordinate application development and testing teams during QA cycles to ensure solution quality, monitor testing progress, and deliver regular progress updates.
Performance Monitoring & Escalation: Continuously monitor system performance and customer feedback, escalating critical matters and publishing comprehensive post-incident reports.
To Succeed in this Role:
To excel in this position, you must possess strong leadership abilities, deep domain expertise, and a robust background in major incident and problem management:
Bachelor’s degree in Business, Information System, or a related discipline.
10+ years of proven experience within Banking or Insurance; experience in MPF, ORSO, or Pension domains is a strong advantage.
Extensive knowledge and practical experience in Major Incident Management, Problem Management, Project Management, and JIRA administration.
Strong operational background in payment processing solutions, including Direct Debit Authorization (DDA) and Direct Debit Instruction (DDI) schemes.
Exceptional analytical, problem-solving, and data analysis capabilities, paired with outstanding written and spoken communication skills to handle stakeholder escalations effectively.