Sr. Director / Engagement Leader ( (Payments Managed Services)

Role Overview

We are looking for a senior-level Level 2 Support Engineering Engagement Leader to drive operational excellence, service stability, and transformation across enterprise payments platforms within a managed services model.

This role will lead end-to-end Level 2 support operations, including incident management, automation adoption, stakeholder engagement, and continuous service improvement.

Must Have Skills

• Strong experience in Payments domain (Card, ACH, Wire, RTP, Clearing & Settlement)
• Hands-on experience with Level 2 Production Support / Application Support
• Deep understanding of distributed systems, APIs, batch & real-time processing
• Experience with AIOps / automation / AI-driven incident management
• Strong background in SLA, KPI, OLA management
• Proven experience in Managed Services / client-facing roles
• Strong stakeholder management & client engagement skills
• Experience with incident management, RCA, problem management
• Knowledge of observability / monitoring tools
• Leadership experience managing global support teams

Key Responsibilities

• Lead Level 2 support operations ensuring high availability and reliability
• Drive automation and AIOps adoption to reduce manual effort
• Manage incident triage, escalation, and root cause analysis
• Ensure adherence to SLA / OLA commitments
• Act as the primary client engagement lead
• Drive continuous improvement and service transformation
• Collaborate with L1, L3, product, and infrastructure teams
• Improve self-healing and self-service capabilities
• Lead and mentor global support teams
• Manage vendor performance and service delivery quality

Nice to Have

• Experience in Banking / Financial Services
• Exposure to SRE / DevOps practices
• Certifications like ITIL, PMP, SAFe
• Experience with monitoring tools, ticketing systems, workflow automation