Production Support Lead

About Us

Infinant provides a cloud-native banking and payments platform that helps banks and fintech launch and scale digital financial products. Our platform powers account management, money movement, card issuing, and real-time payments. Reliability is the product: when our clients' customers move money, it has to work every time.

About the Role

The Production Support Lead monitors the health, stability, and responsiveness of our production support team. Responsibilities include activities associated with triage, diagnose, and resolve incidents across a mission-critical, regulated platform, and you will partner closely with Engineering, SRE, Product, Security, and Client Success to prevent issues before they reach customers.

This is a hands-on leadership role. You will guide the team through high-severity incidents, set the standard for how we communicate during an outage, be accountable for metrics, and drive the continuous improvements that make our platform more resilient.

Key ResponsibilitiesIncident and Problem Management

• Lead the response to Sev 1 and Sev 2 incidents as incident commander, coordinating engineering, communications, and client-facing teams until resolution
• Ensure incidents are triaged, escalated, and resolved within defined SLAs
• Run post-incident reviews and own follow-through on root cause analysis and corrective actions
• Identify recurring issues through metrics and trend analysis to drive permanent fixes with Engineering and Product

Team Leadership

• Manage, coach, and develop a support structure including multiple shifts or time zones
• Build and maintain an on-call rotation that is sustainable, well-documented, and well-supported
• Set clear goals, provide regular feedback, and foster a culture of ownership and learning

Platform Monitoring and Operational Excellence

• Partner with SRE and Engineering to define and improve monitoring, alerting, dashboards, and runbooks across payment, ledger, and core banking services
• Monitor transaction flows and batch processes, including ACH, wire, card, and real-time payment rails, for failures, delays, and anomalies
• Own the production support knowledge base and ensure runbooks stay accurate and actionable
• Drive automation of repetitive support tasks to reduce manual effort and mean time to resolution
• Prepare operational reporting such as incident metrics, SLA performance, and uptime for executives and clients
• Support client audits and due diligence requests related to operational resilience

Change, Release, and Risk Management

• Participate in release readiness reviews and change advisory processes to assess production risk
• Support deployments, hotfixes, and rollbacks, ensuring clear communication with stakeholders
• Contribute to disaster recovery and business continuity testing

Qualifications Required

• 3+ years of experience in SaaS production support, with 2+ years in a lead role
• Experience in fintech, banking, or payments, including knowledge of ACH, wires, card processing, ISO 20022, or real-time payment networks such as RTP and FedNow. 
• Understanding of core banking concepts such as ledgers, reconciliation, settlement, and end-of-day processing
• Proven experience leading high-severity incidents in a 24/7 production environment
• Strong understanding of SaaS architecture, APIs, microservices, and cloud infrastructure
• Hands-on experience with observability and incident tools such as Datadog
• Working knowledge of SQL and log analysis for troubleshooting
• Experience with ZenDesk and JIRA ticketing and workflow tools 
• Excellent written and verbal communication, including the ability to explain technical issues to non-technical stakeholders under pressure

Working Conditions

• Participation in an on-call rotation, including nights and weekends
• Occasional off-hours support for planned releases, migrations, or critical events
• In-office Charlotte, NC