(FinTech / Payments / Embedded Lending Platform)
Role OverviewWe are seeking a
Production Support & Issue Management Specialist to ensure the stability, reliability, and smooth operation of our production systems. This role owns
real-time monitoring, incident response, issue documentation, and compliance-facing reporting across our fintech platform, serving as the central point of coordination during production events.
You will work cross-functionally with Engineering, Product, Risk, Operations, and Compliance to minimize customer impact, resolve issues quickly, and ensure proper documentation and controls are maintained.
Key ResponsibilitiesProduction Monitoring & Support- Monitor live production systems, transaction flows, APIs, and third-party integrations.
- Detect, triage, and investigate production issues and system anomalies.
- Assess customer, merchant, operational, and financial impact of incidents.
- Validate fixes and monitor platform stability post-resolution.
Incident & Issue Management- Own incident intake, prioritization, escalation, and coordination.
- Lead incident response calls and maintain clear, real-time communication with stakeholders.
- Track incident timelines, actions, and decisions from detection through resolution.
- Drive post-incident reviews and root cause analysis.
Issue Documentation & Compliance Support- Document incidents, issues, root causes, and remediation actions in a structured and auditable manner.
- Prepare and submit issue documentation to Compliance, Risk, Legal, or Audit teams where required.
- Support regulatory, audit, and internal control reviews with accurate incident records and reporting.
- Ensure issues with compliance or regulatory impact are escalated appropriately and tracked to closure.
Cross-Functional Coordination- Act as the primary liaison between Engineering, Product, Operations, Risk, Support, and Compliance teams during incidents.
- Ensure clear handoffs and accountability for remediation and preventive actions.
- Support releases, configuration changes, and production deployments.
Reporting, Controls & Continuous Improvement- Maintain incident logs, runbooks, and operational playbooks.
- Track and report key operational metrics (MTTR, incident volume, repeat issues, compliance-impacting events).
- Identify recurring issues and partner with teams to drive preventive and control improvements.
QualificationsRequired- 4-6 years of experience in production support, incident management, or technical operations.
- Experience supporting live systems in fintech, payments, lending, or SaaS environments.
- Strong troubleshooting and analytical skills using logs, dashboards, and metrics.
- Ability to manage high-pressure situations with calm, structured decision-making.
- Strong written communication skills, particularly for incident and compliance documentation.
Preferred- Experience with monitoring and alerting tools (Datadog, Splunk, CloudWatch, New Relic, PagerDuty).
- SQL experience for data investigation and reconciliation.
- Familiarity with APIs, transaction processing, and third-party integrations.
- Exposure to ITIL, SOC, or regulatory incident management frameworks.
What Success Looks Like- Production issues are detected early and resolved quickly.
- Incidents are documented clearly and consistently, with compliance visibility where required.
- Reduced repeat issues through strong root cause analysis and follow-through.
- High confidence from leadership, risk, and compliance teams in platform stability and controls.
