Job Title: Production Support Delivery Manager (TSYS TS2)
Location: Toronto Downtown (Canada)
Operating Model: 24 7 Hybrid Support
Mode: Sub-son

Role Overview
The Onshore Production Support Delivery Manager is accountable for end to end service delivery of production support operations for Client's core card processing environment, with a primary focus on TSYS TS2. This role acts as the single onshore point of accountability for service stability, major incident management, vendor coordination, and client governance, ensuring uninterrupted banking operations and regulatory compliance.

Key Responsibilities
Own end to end production support delivery for TSYS TS2 core card processing platform

Serve as the onshore incident commander for Major / P1 / P2 incidents impacting TS2 and downstream integrations

Lead incident triage, recovery coordination, RCA, and permanent fix implementation

Act as the primary interface with TSYS, Mastercard, and other third party vendors

Ensure strict adherence to SLAs, OLAs, regulatory, and audit requirements

Drive proactive problem management, stability initiatives, and risk reduction

Own production governance including daily operations, weekly service reviews, and executive reporting

Partner with offshore support managers to ensure seamless 24 7 coverage and effective handovers

Oversee change, release, and deployment activities related to TS2 and integrated systems

Ensure documentation, runbooks, SOPs,



and compliance artifacts remain audit ready

Support transition activities including KT, shadow support, and move to steady state

Technology & Domain Scope
Core Banking / Card Processing: TSYS TS2

Payments & Networks: Mastercard

Integrations: APIs, batch processing, file interfaces

Channels Impacted: Credit card servicing, statements, onboarding, reconciliation

Operations: Incident, problem, change management within regulated banking setting

Required Experience & Skills
12 15+ years of IT operations / production support experience

5+ years in a Delivery Manager or Service Manager role supporting core banking or card platforms

Strong hands on experience with TSYS TS2 (mandatory)

Proven experience managing 24 7 production support for Tier 1 banking systems

Deep understanding of card lifecycle, settlement, reconciliation, and regulatory controls

Strong ITIL expertise: Incident, Problem, Change, and Release Management

Experience managing vendor relationships and executive stakeholder communications

Excellent crisis management, decision making, and leadership skills

Experience working in hybrid onshore offshore delivery models

Reporting & Governance

Acts as the primary onshore delivery owner for TSYS TS2

Leads client facing governance, executive updates, and regulatory discussions

Accountable for service quality, SLAs, incident outcomes, and continuous improvement

📌 Production Support Delivery Manager (TSYS (Canada)
🏢 Recutify
📍 Canada