Must have

• ServiceNow

• Splunk

• Grafana

• Dynatrace

• AppDynamics

• English (B2)

Requirements description

• 5+ years of experience in production support, issue management, or technical operations, ideally in banking environment

• Knowledge of TSYS and other credit card vendor platforms will be an asset

• In-depth understanding of change management, incident response, and root cause analysis processes

• Hands-on experience with ServiceNow and dashboarding/monitoring tools (e.g., Splunk, Grafana, AppDynamics, Dynatrace)

• Excellent communication in English, problem-solving, and stakeholder management skills

• Bachelor’s degree in Computer Science, Engineering, or related field

Offer description

Unisystech Consulting is a Canadian IT outsourcing company. You would be working on projects for leading banks and financial institutions in Canada.

The Production Support Engineer will be responsible for end-to-end production support of credit card vendor applications and internally developed systems within the payments ecosystem. This role involves incident management, vendor coordination, platform monitoring, and resilience initiatives to ensure stability and reliability across payment platforms.

Contract type: B2B - no additional benefits

Working hours: 14:00-22:00 Polish time

Your responsibilities

1. Lead and assign all incidents and tickets initiated through the ServiceNow platform
2. Monitor and use real-time dashboards to track platform performance and identify issues or trends
3. Lead SEV 1 incidents, ensuring clear communication, timely escalation, and full resolution
4. Partner with vendors and internal technology/business teams to resolve production issues
5. Conduct root cause analyses and ensure follow-up actions are documented and completed
6. Manage change and outage impact assessments, coordinating with internal and vendor teams for scheduling and approvals

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