Support Lead - Digital Banking (Contract)
Skills
About This Role
The Role
We’re hiring a
Senior Production Support Lead
to take ownership of
mission-critical digital banking platforms
in a high-volume, customer-facing environment.
This is a
hands-on leadership role
focused on
production support, incident management, and platform stability
— not product management.
You’ll lead a team, manage major incidents, and work across engineering, cloud, and infrastructure teams to ensure seamless service delivery and continuous improvement.
Key Responsibilities
- Own
- end-to-end production support
- for live digital applications
- Act as the
- primary escalation point
- for major incidents and outages
- Lead
- incident triage, RCA, and war room management
- Drive
- SLA performance, service stability, and uptime
- Ensure
- smooth go-live transitions
- into production support
- Implement
- monitoring, alerting, and automation
- Troubleshoot complex issues across
- Java-based distributed systems
- Coordinate with
- cloud (Azure/AWS), network, and security teams
- Provide
- clear stakeholder communication during critical incidents
- Lead and mentor a
- team of support engineers
⚠️ Must-Have Requirements (Screen-Out Criteria)
- To avoid irrelevant applications, please only apply if you meet the below:
- **15+ years**
- in
- production / application support (NOT product management)
- Proven experience leading
- production support teams
- Strong
- Java backend troubleshooting
experience
- Hands-on experience with
Azure (primary) and/or AWS
- Experience supporting
- high-volume, customer-facing platforms
- Strong background in
- incident management, SLAs, and RCA
- Experience within
- banking / financial services
- Nice to Have
- Experience with
- digital banking platforms / payments systems
- Automation of support processes
- Exposure to
- certificates, APIs, and system integration
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