Payment Switch Processing Support Expert

Role Objective:

To provide deep technical and functional expertise in payment switching systems, ensuring high availability, performance, and reliability of transaction processing platforms. The role focuses on resolving complex issues, enabling seamless transaction flows, and supporting mission-critical payment operations aligned with customer and business expectations.

Key Responsibilities

• 1.1.1 Payment Switching Operations & Support
• •Support end-to-end payment transaction processing across switching platforms (e.g., card, ATM, POS, digital payments)
• •Monitor real-time transaction flows and ensure system uptime and performance
• •Identify, troubleshoot, and resolve transaction failures, reversals, and settlement issues
• •Ensure minimal disruption to business operations through proactive detection and resolution of issues
• 1.1.2 Incident & Problem Management
• •Handle L1/L2 level issues related to payment switch processing and integrations
• •Perform detailed root cause analysis (RCA) for transaction failures, latency issues, and system errors
• •Work closely with cross-functional teams to ensure timely issue resolution
• •Maintain issue documentation and contribute to knowledge base for recurring issues
• 1.1.3 Transaction Monitoring & Reconciliation
• •Monitor transaction queues, message formats (ISO 8583/ISO 20022), and switch interfaces
• •Support reconciliation processes between switches, host systems, and external networks (Visa, Mastercard, AMEX, etc.)
• •Investigate and resolve transaction mismatches, duplicate postings, or settlement discrepancies
• •Ensure accurate financial and transactional integrity across systems
• 1.1.4 Change, Release & Integration Support
• •Support deployment and validation of new releases, patches, and configuration changes in switching systems
• •Participate in integration testing with external payment networks and banking systems
• •Ensure smooth transition of new functionalities into production with minimal risk
• •Validate system readiness and rollback procedures during releases
• 1.1.5 Stakeholder Collaboration & Communication
• •Coordinate with banks, payment networks, and internal teams for issue resolution and service improvements
• •Provide timely updates on incidents, outages, and system health to stakeholders
• •Collaborate with development and infrastructure teams for fixes and enhancements
• •Participate in customer discussions for technical clarifications and support topics
• 1.1.6 Continuous Improvement & Automation
• •Identify opportunities to automate monitoring, alerting, and reconciliation processes
• •Recommend improvements in switching performance, transaction throughput, and reliability
• •Contribute to reducing incident volumes through proactive system tuning and preventive fixes
• •Ensure adherence to governance frameworks, audit requirements, and compliance standards
• •Participate in strategic planning for scaling support operations in LATAM

Requirements

Qualifications & Experience

•12–14 years of experience in IT/application production support or managed services

•Proven track record in managing customer-facing support operations in a global environment

•Strong expertise in ITIL processes (Incident, Problem, Change, Service Delivery Management)

•Experience in leading distributed and cross-regional teams

•Strong understanding of production environments and critical business applications

•Domain experience in payments, or transaction processing systems is highly preferred

Key Skills & Competencies

•Strong leadership and team management capabilities

•Excellent stakeholder management and communication skills

•High sense of ownership and accountability

•Problem-solving mindset with analytical and decision-making abilities

•Ability to manage high-pressure situations and critical escalations

•Proficiency in service management tools and monitoring platforms

Language: Spanish & English (Mandatory)