Operations Lead

Gratitude Inc

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5 hours ago

Operations Lead

8-10 Year(s)

₱ 100 - ₱ 125K p.m

Manila (Cubao Quezon City)

Job Description

Key Skills

SQL production support Unix/Linux College Graduate TSYS PLATFORMS

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Overview

Work Setup: Onsite (Eton Centris, Quezon Avenue, Quezon City)
Work Shift: Shifting Schedule
Salary Range: ₱100,000 – ₱125,000 / month
Start Date: ASAP
Headcount: 1
Experience Required: 8–10 years of relevant experience with proven leadership or lead-level exposure

Job Description & Objectives

The Operations Lead will act as the primary technical authority for L2 support and technical operations within our payment ecosystem. In this role, you will lead incident triage, perform deep-dive technical analysis, critically evaluate TSYS-proposed solutions, and ensure high system availability, performance, and SLA compliance.

Key Responsibilities

Technical Authority & Vendor Oversight:
- Act as the single point of accountability for technical alignment and coordination with TSYS and other ecosystem stakeholders.
- Critically review and challenge TSYS-proposed solution designs, ensuring alignment with performance parameters (e.g., transactions per second, scalability, failover, system resilience).
- Identify gaps, delays, and inconsistencies in TSYS vendor responses and drive rapid resolution.
Incident & Production Support:
- Provide hands-on leadership during production incidents and operational escalation calls.
- Bridge the gap between surface-level ticket management and deep technical root cause analysis (RCA).
- Drive L2 support operations, ensuring incident triage, RCA, and resolutions are delivered within strict SLAs.
- Proactively identify and mitigate operational risks (e.g., RC91 messaging issues, performance bottlenecks).
Cross-Functional Collaboration:
- Work closely with UBP and internal technical teams to align TSYS solution designs with bank-specific requirements.
- Leverage technical and contractual commitments to back escalations with clear, data-backed insights.
- Reduce reliance on UBP leadership by providing fast triaging and deep domain expertise.

Qualifications

Education: Bachelor’s/College Degree graduate in Computer Science, Information Technology, Engineering, or a related field.
Experience: 8 to 10 years of experience in production support/technical operations with demonstrated team-lead capabilities.
Technical Proficiency:
- Hands-on experience with SQL and Unix/Linux environments.
- Strong expertise in payments platforms (TSYS) and messaging standards (ISO 8583).
- Proven experience using APM and monitoring tools (e.g., Splunk, AppDynamics, Dynatrace).
Work History & Eligibility:
- Strong job stability (no history of job hopping).
- Exclusion: Must not be a current or former employee of Wipro.

Required Core Skills

Domain & Platforms: TSYS Platforms, ISO 8583 Payment Protocols
Systems & Database: Unix/Linux, SQL, Database Management
Monitoring & Observability: Splunk, AppDynamics, Dynatrace
Operations & Governance: L2 Production Support, Incident Triage, Root Cause Analysis (RCA), Ticket Management, SLA Management
Soft Skills: Technical Leadership, Stakeholder & Vendor Management, Data-Driven Escalations

Recruitment Process

Resume Screening (Ops Team)
Technical & Leadership Interview (Ops Team)

Role

Operations Manager

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Non-Voice

Functional Area

ITES / BPO / Customer Service

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