Job Specifications
Hi,
I hope you are doing well.
We have an urgent position listed below. Please send your most recent resume along with the expected rate if you are interested.
Job role: ITSM Lead – Production Support (Credit Card / TSYS)
Location: Toronto, Canada (Day-1 Onsite)
Job description:
Overview: Act as the portfolio’s technical and domain SME. You’ll guide incident resolution, set non‑functional standards, review changes, and partner with product/business to keep customer journeys reliable (web/mobile, Amazon Connect, decisioning, analytics, SAS 360, Astrum).
What you’ll do
Provide hands‑on leadership during high‑severity incidents; steer diagnostics and decision calls.
Own problem management outcomes—RCA quality, defect backlogs, pattern detection, prevention.
Define and enforce NFRs (availability, latency, error budgets), observability standards, and SLOs.
Review release plans, rollback strategies, and performance test results for key journeys.
Partner with business/product on readiness, peak planning, experiment flags, and risk mitigations.
Guide technical debt reduction and operational hardening (timeouts, retries, bulkheads, circuit breakers).
Mentor L1.5/L2 engineers; refine runbooks and operational playbooks.
Skills you’ll bring
Strong knowledge of microservices, APIs, and cloud platforms (Azure and AWS).
Strong grasp of microservices/API design, eventing (e.g., Kafka), and cloud (AWS).
Proficiency in observability (logs, metrics, traces) and performance tuning.
Card domain fluency—authorization flows, instant credit decisioning, servicing, dispute lifecycle.
Preferred Qualifications
Experience with Amazon Connect (contact flows, routing profiles), mobile app pipelines, SAS 360.
10+ years in application architecture and leadership
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Shailendra Rajak
Raas infotek corporation
262 Chapman road, Suite 105A, Newark, DE-19702
Phone no. 302-565-0220, Ext. 145
Email id: shailendra.rajak@raasinfotek.com
LinkedIn:linkedin.com/in/shailendra-r-9904ba27b
About the Company
Raas Infotek is a full spectrum global Information Technology services company, providing end-to-end business solutions to our global clientele - collaborating with them to design, develop and implement solutions to add value to their business.
For close to Five years now, we have consistently contributed to the business growth of our customers which is why, we consider engagements with our customers as an enduring relationship and work towards adding value to our customer's business growth. Some of our customers have been ...
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