Overview
Production Support Delivery Manager Jobs in Toronto, Ontario, Canada at Aarorn Technologies Inc
Title: Production Support Delivery Manager
Company: Aarorn Technologies Inc
Location: Toronto, Ontario, Canada
Job Title: Production Support Delivery Manager
Location: Toronto, ON (3x onsite a week)
Employment Type: Contract
Pay Rate: CAD$45 – $50/HR INC
Job Description
The Onshore Production Support Delivery Manager is accountable for end‑to‑end service delivery of production support operations for Client’s core card processing environment, with a primary focus on TSYS TS2. This role acts as the single onshore point of accountability for service stability, major incident management, vendor coordination, and client governance, ensuring uninterrupted banking operations and regulatory compliance.
Key Responsibilities
- Own end‑to‑end production support delivery for TSYS TS2 core card processing platform
- Serve as the onshore incident commander for Major / P1 / P2 incidents impacting TS2 and downstream integrations
- Lead incident triage, recovery coordination, RCA, and permanent fix implementation
- Act as the primary interface with TSYS, Mastercard, and other third‑party vendors
- Ensure strict adherence to SLAs, OLAs, regulatory, and audit requirements
- Drive proactive problem management, stability initiatives, and risk reduction
- Own production governance including daily operations, weekly service reviews, and executive reporting
- Partner with offshore support managers to ensure seamless 24×7 coverage and effective handovers
- Oversee change, release, and deployment activities related to TS2 and integrated systems
- Ensure documentation, runbooks, SOPs, and compliance artifacts remain audit‑ready
- Support transition activities including KT, shadow support, and move‑to‑steady‑state
Technology & Domain Scope
- Core Banking / Card Processing: TSYS TS2
- Payments & Networks: Mastercard
- Integrations: APIs, batch processing, file interfaces
- Channels Impacted: Credit card servicing, statements, onboarding, reconciliation
- Operations: Incident, problem, change management within regulated banking environment
Required Experience & Skills
- 12–15+ years of IT operations / production support experience
- 5+ years in a Delivery Manager or Service Manager role supporting core banking or card platforms
- Strong hands‑on experience with TSYS TS2 (mandatory)
- Proven experience managing 24×7 production support for Tier‑1 banking systems
- Deep understanding of card lifecycle, settlement, reconciliation, and regulatory controls
- Strong ITIL expertise: Incident, Problem, Change, and Release Management
- Experience managing vendor relationships and executive stakeholder communications
- Excellent crisis management, decision‑making, and leadership skills
- Experience working in hybrid onshore–offshore delivery models
Reporting & Governance
- Acts as the primary onshore delivery owner for TSYS TS2
- Leads client‑facing governance, executive updates, and regulatory discussions
- Accountable for service quality, SLAs, incident outcomes, and continuous improvement
Disclaimer: AI tools may assist in the recruitment process; however, all hiring decisions are made by the recruitment team based on a comprehensive evaluation of candidates.
