Lead Production Support Specialist

What you'll do

• Own the end-to-end lifecycle of EMV Certification platforms from roadmap definition to operational launch.
• Define and prioritize the platform backlog to align with business needs and optimization goals.
• Monitor platform stability and performance metrics while leading end-to-end incident management and issue resolution.
• Translate stakeholder business needs into clear functional requirements for platform transformation and enhancement initiatives.
• Manage vendor relationships by driving prioritization discussions, enforcing SLAs, and holding vendors accountable.
• Lead testing and validation activities including defining scope, reviewing test plans, and signing off on release readiness.
• Communicate roadmap updates, delivery status, and operational impacts to internal stakeholders and senior management.

What we're looking for

• High School Diploma, GED, or equivalent certification.
• At least 3 years of experience managing operational monitoring, incident response, and backlog prioritization of a technology platform.
• At least 2 years of experience in the Product Delivery Life Cycle, including developing functional requirements and executing UAT test plans.
• At least 2 years of experience supporting and interacting with internal and external business clients.
• Bachelor’s or Master’s degree in Computer Science, Technology, or Business (preferred).
• ITIL or PMP certification (preferred).
• Deep understanding of EMV Certification processes and workflows (preferred).
• Experience with enterprise cloud environments, API integrations, and automation solutions (preferred).