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Job Title - NARP Technology Service Delivery/Production Support Analyst

Role Summary

The NARP Technology Service Delivery/Production Support analyst is accountable and responsible for the end0to0end leadership, governance, and execution of production support activities across NARP Technology. This role is an individual contributor position that serves as a representative for NARP Tech production support, operating independently while coordinating concurrently with a large number of internal and external teams.

The incumbent provides 24/7 production support leadership for Credit Card vendor platforms and BMO0owned applications, ensuring platform stability, rapid incident recovery, and continuous service improvement. The role has a strong focus on Incident Management, Problem Management, Change Management, Vendor Engagement, and Site Reliability Engineering (SRE) practices.

Key Accountabilities

Production Support & Incident Management Leadership

• Act as the Production Support for all NARP Technology platforms, including credit card vendor and internally owned applications.
• Lead and govern the Incident Management process, including severity assessment, escalation, recovery coordination, and communication in a 24/7 environment.
• Serve as the primary lead for SEV01 incidents, both during and after business hours.
• Lead SEV01 bridge calls and Major Incident Response Team (MIRT) engagements, representing NARP Technology and vendor platforms.
• Ensure rapid recovery of services through effective coordination with internal technology teams, vendors, and business stakeholders.
• Proactively identify emerging issues and trends to reduce recurrence and improve platform resilience.

Vendor & Stakeholder Management

• Act as the primary liaison between NARP Technology, third0party vendors, internal IT teams, business partners, and Line of Business (LOB) leadership.
• Manage vendor engagement during incidents, outages, and change activities, including coordination with TSYS and other card and payment vendors.
• Lead and coordinate vendor impact assessments, outage management activities, and downstream dependency analysis.
• Ensure all vendor0related questions, assessments, and responses are managed efficiently and within defined timelines.

Problem Management & Root Cause Analysis

• Lead and actively participate in Root Cause Analysis (RCA) investigations, including issue triage, diagnosis, and remediation planning.
• Ensure action plans and ServiceNow (SN) tasks are followed through to closure without delay.
• Document root causes, corrective actions, and preventive measures to improve long0term platform stability.
• Conduct independent analysis and assessments to resolve complex and strategic production issues.

Change, Outage & Impact Management

• Lead the end0to0end process for vendor and internal outage management, including impact assessment and mitigation planning.
• Ensure all tickets, intakes, approvals, and scheduling activities are completed in alignment with established processes.
• Ensure Change Requests (CRs) are created, reviewed, and approved in accordance with Change Management and LTO requirements.
• Lead cross0team assessments to determine downstream impacts to BMO systems, applications, and payment/card processes.
• Ensure QA and testing teams are engaged appropriately when testing is required for issue remediation or change implementation.
• Support adherence to SDLC and change governance processes to minimize customer and business impact.

Operational Excellence & SRE Practices

• Drive continuous improvement through the identification of automation opportunities and operational efficiencies.
• Apply Site Reliability Engineering (SRE) principles to improve availability, reliability, and observability of platforms.
• Lead the implementation and enhancement of real0time monitoring dashboards to track platform stability and performance.
• Own and lead resilience improvements across vendor and internal platforms.
• Manage patching and vulnerability planning and execution to maintain security and compliance.

Reporting, Metrics & Communication

• Manage assignment and tracking of all production issues and tickets initiated through ServiceNow.
• Monitor and report on SLA adherence, including identifying and addressing SLA breaches and trends.
• Deliver consolidated monthly management reporting on incidents, escalations, outages, and stability metrics.
• Provide actionable insights and recommendations for service and platform improvements.
• Ensure timely, clear, and effective communication to stakeholders in alignment with established communication protocols.

Technical Leadership & Collaboration

• Lead coordination across multiple technology teams to ensure effective analysis, implementation of fixes, and controlled changes.
• Conduct detailed code reviews as required and provide constructive, actionable feedback.
• Support production issues through hands0on technical investigation and diagnosis.
• Ensure third0party integrations are practical, feasible, and aligned with underlying technologies and architectural standards.

Required Qualifications & Experience

• Proven experience in a Senior Production Support leadership role, ideally within financial services.
• Extensive experience in Incident, Problem, Change, and Escalation Management in a 24/7 environment.
• Strong expertise in credit card and payment platforms, including deep knowledge of TSYS and other card/payment vendors (e.g., G&D, Symcor, Visa, MasterCard, loyalty platforms).
• Advanced understanding of vendor technology integration and complex, multi0team dependency management.
• Demonstrated ability to lead multiple, concurrent, and highly complex technical issues and changes.
• Strong technical and developer mindset with the ability to engage deeply in analysis and remediation activities.
• Experience applying SRE principles, automation, and real0time monitoring solutions.
• Strong analytical skills with the ability to identify trends, risks, and strategic improvement opportunities.
• Exceptional communication, stakeholder management, and documentation skills.
• Ability to operate independently as a senior individual contributor while influencing across organizational boundaries.