Production Support Lead
Infinant · Charlotte, North Carolina, United States
FULL TIMEpermanent
Job Description
About UsInfinant provides a cloud-native banking and payments platform that helps banks and fintech launch and scale digital financial products. Our platform powers account management, money movement, card issuing, and real-time payments. Reliability is the product: when our clients' customers move money, it has to work every time.
Do not pass up this chance, apply quickly if your experience and skills match what is in the following description.
About the RoleThe Production Support Lead monitors the health, stability, and responsiveness of our production support team. Responsibilities include activities associated with triage, diagnose, and resolve incidents across a mission-critical, regulated platform, and you will partner closely with Engineering, SRE, Product, Security, and Client Success to prevent issues before they reach customers.This is a hands-on leadership role. You will guide the team through high-severity incidents, set the standard for how we communicate during an outage, be accountable for metrics, and drive the continuous improvements that make our platform more resilient.
Key ResponsibilitiesIncident and Problem ManagementLead the response to Sev 1 and Sev 2 incidents as incident commander, coordinating engineering, communications, and client-facing teams until resolutionEnsure incidents are triaged, escalated, and resolved within defined SLAsRun post-incident reviews and own follow-through on root cause analysis and corrective actionsIdentify recurring issues through metrics and trend analysis to drive permanent fixes with Engineering and Product
Team LeadershipManage, coach, and develop a support structure including multiple shifts or time zonesBuild and maintain an on-call rotation that is sustainable, well-documented, and well-supportedSet clear goals, provide regular feedback, and foster a culture of ownership and learning
Platform Monitoring and Operational ExcellencePartner with SRE and Engineering to define and improve monitoring, alerting, dashboards, and runbooks across payment, ledger, and core banking servicesMonitor transaction flows and batch processes, including ACH, wire, card, and real-time payment rails, for failures, delays, and anomaliesOwn the production support knowledge base and ensure runbooks stay accurate and actionableDrive automation of repetitive support tasks to reduce manual effort and mean time to resolutionPrepare operational reporting such as incident metrics, SLA performance, and uptime for executives and clientsSupport client audits and due diligence requests related to operational resilience
Change, Release, and Risk ManagementParticipate in release readiness reviews and change advisory processes to assess production riskSupport deployments, hotfixes, and rollbacks, ensuring clear communication with stakeholdersContribute to disaster recovery and business continuity testing
Qualifications Required6+ years of experience in SaaS production support, with 2+ years in a lead roleExperience in fintech, banking, or payments, xzbcwsv including knowledge of ACH, wires, card processing, ISO 20022, or real-time payment networks such as RTP and FedNow. Understanding of core banking concepts such as ledgers, reconciliation, settlement, and end-of-day processingProven experience leading high-severity incidents in a 24/7 production environmentStrong understanding of SaaS architecture, APIs, microservices, and cloud infrastructureHands-on experience with observability and incident tools such as DatadogWorking knowledge of SQL and log analysis for troubleshootingExperience with ZenDesk and JIRA ticketing and workflow tools Excellent written and verbal communication, including the ability to explain technical issues to non-technical stakeholders under pressure
Working ConditionsParticipation in an on-call rotation, including nights and weekendsOccasional off-hours support for planned releases, migrations, or critical eventsIn-office Charlotte, NC
Do not pass up this chance, apply quickly if your experience and skills match what is in the following description.
About the RoleThe Production Support Lead monitors the health, stability, and responsiveness of our production support team. Responsibilities include activities associated with triage, diagnose, and resolve incidents across a mission-critical, regulated platform, and you will partner closely with Engineering, SRE, Product, Security, and Client Success to prevent issues before they reach customers.This is a hands-on leadership role. You will guide the team through high-severity incidents, set the standard for how we communicate during an outage, be accountable for metrics, and drive the continuous improvements that make our platform more resilient.
Key ResponsibilitiesIncident and Problem ManagementLead the response to Sev 1 and Sev 2 incidents as incident commander, coordinating engineering, communications, and client-facing teams until resolutionEnsure incidents are triaged, escalated, and resolved within defined SLAsRun post-incident reviews and own follow-through on root cause analysis and corrective actionsIdentify recurring issues through metrics and trend analysis to drive permanent fixes with Engineering and Product
Team LeadershipManage, coach, and develop a support structure including multiple shifts or time zonesBuild and maintain an on-call rotation that is sustainable, well-documented, and well-supportedSet clear goals, provide regular feedback, and foster a culture of ownership and learning
Platform Monitoring and Operational ExcellencePartner with SRE and Engineering to define and improve monitoring, alerting, dashboards, and runbooks across payment, ledger, and core banking servicesMonitor transaction flows and batch processes, including ACH, wire, card, and real-time payment rails, for failures, delays, and anomaliesOwn the production support knowledge base and ensure runbooks stay accurate and actionableDrive automation of repetitive support tasks to reduce manual effort and mean time to resolutionPrepare operational reporting such as incident metrics, SLA performance, and uptime for executives and clientsSupport client audits and due diligence requests related to operational resilience
Change, Release, and Risk ManagementParticipate in release readiness reviews and change advisory processes to assess production riskSupport deployments, hotfixes, and rollbacks, ensuring clear communication with stakeholdersContribute to disaster recovery and business continuity testing
Qualifications Required6+ years of experience in SaaS production support, with 2+ years in a lead roleExperience in fintech, banking, or payments, xzbcwsv including knowledge of ACH, wires, card processing, ISO 20022, or real-time payment networks such as RTP and FedNow. Understanding of core banking concepts such as ledgers, reconciliation, settlement, and end-of-day processingProven experience leading high-severity incidents in a 24/7 production environmentStrong understanding of SaaS architecture, APIs, microservices, and cloud infrastructureHands-on experience with observability and incident tools such as DatadogWorking knowledge of SQL and log analysis for troubleshootingExperience with ZenDesk and JIRA ticketing and workflow tools Excellent written and verbal communication, including the ability to explain technical issues to non-technical stakeholders under pressure
Working ConditionsParticipation in an on-call rotation, including nights and weekendsOccasional off-hours support for planned releases, migrations, or critical eventsIn-office Charlotte, NC
Details
| Company | Infinant |
| Location | Charlotte, North Carolina, United States |
| Type | FULL TIME |
| Niche | tech |
| Experience | permanent |