Senior Manager, Production Support - PULSE Network
Core
Lead a global 24x7x365 team delivering operational excellence, proactive client servicing, and business activity monitoring for the PULSE network, serving as a technical liaison to drive incident response and regulatory notifications.
Role type
Senior Manager, Production Support
Builds
Operational stoplights (Authorizations, Settlement & Disputes, App Availability) and transaction health metrics (TPS, approval/decline rates, DKE failures)
Domain
Banking / Financial Services / Production Operations
Deliverable
dashboards & analysis
Required skills
Process management, Project management, People management, Relationship management, Business impact analysis, Root cause analysis, SLA management, Change management, Audit compliance, Playbook development
Preferred skills
LEAN, Six Sigma, CRCM, CIPP, Complex problem solving
Technologies
PULSE Network, Authorizations, Settlement & Disputes, App Availability, TPS, DKE
Responsibilities
Lead a global 24x7x365 team of managers and associates; Drive direct B2B processor communication and incident response; Oversee real-time operational stoplights and key transaction health metrics; Manage SLA adherence, MTTD/MTTR targets, and root cause analysis; Govern the master customer change management calendar; Develop comprehensive operational playbooks; Ensure audit/governance compliance.
Seniority
Senior, hands-on IC with management responsibilities