Job Title - L2 Production Support Lead Engineer
Job Description:
Seeking a highly skilled and analytical L2 Production Support Lead Engineer to head the operational maintenance, transaction monitoring, and technical troubleshooting of our enterprise payment infrastructure. The role requires deep technical and analytical experience in payment orchestrators, and automated clearing house (ACH) systems. Associate is expected to combine deep payment domain expertise with strong technical diagnostic skills to minimize system downtime, protect strict operational service level agreements (SLAs), and coordinate resolutions across internal engineering tiers and global external vendors.
Key Responsibilities
- Incident & SLA Management: Own P1/P2 incident triage, technical investigation, and resolution for domain apps within SLA.
- Escalation Coordination: Partner with bank’s retained L3 teams and third-party vendors (Fiserv, Jack Henry, Federal Reserve) to resolve complex issues beyond L2 scope.
- Change Validation: Execute deployment validations—including pre-change readiness checklists and post-change functional sign-offs.
- Knowledge Management: Build and maintain domain-specific SOPs, runbooks, and KEDB entries in ServiceNow, targeting ≥95% coverage for top-20 high-volume apps.
- Problem Management: Analyze ticket patterns to log Problem Management records for recurring issues; coordinate Root Cause Analysis (RCA) with L3/vendor teams.
Primary Technical & Domain Skills
- Payment Rails: Direct experience with NACHA rules, ACH file formatting, Fedwire, and SWIFT messaging.
- Application Frameworks:
- eGIFTS & eGifts Passport: Payment orchestration, message routing, and secure browser/SSO interfaces.
- PEP+ (Fiserv): ACH origination processing, exceptions, and database setups.
- JHA SilverLake - ACH: Jack Henry core banking operations (good to have), ACH modules, and jXchange API middleware.
- Clearing Gateways: Connectivity and transmission troubleshooting for FedLine Solutions (Web/Advantage) and EPN Access (TCH).
- Compliance Portals: Operational support for ICSWeb (OFAC screening) and EDD(Enhanced Due Diligence) screening modules.
Secondary Technical & Infrastructure Skills
- Data & Querying: Proficiency parsing XML, JSON, ISO 20022 schemas, and flat files. Strong SQL scripting for IBM DB2, MS SQL, or Oracle databases.
- Systems & Middleware: Experience navigating Linux/AIX server logs, mainframe batch environments (z/OS, JCL), and middleware (WebSphere MQ, Connect:Direct, REST/SOAP APIs via Postman).
ITSM Tools: Heavy utilization of ServiceNow or Jira Service Management for incident and KEDB tracking
Primary Skills | Payment rails like NACHA, ACH file formatting, Fedwire (Fed Flash/Fedwire Funds Service), SWIFT messaging standards, eGIFTS (GIFTSOFT), eGifts Passport, PEP+ (Fiserv). Network Clearing Gateways & Formats, regulatory Compliance & Security Screening |
Sec Skills | XML, JSON, ISO 20022 schemas, EBCDIC-to-ASCII conversion, and flat-file parsing, Databases & Querying, ITSM Tooling & Observability |
关于高知特 (Cognizant)
高知特(Cognizant)（纳斯达克代码：CTSH）作为一家AI Builder和相关技术服务提供商，致力于通过打造全栈AI解决方案，帮助企业将人工智能投资转化为实际价值。公司凭借深厚的行业经验、流程优化和工程技术专长，将企业独特的业务场景融入科技系统，赋能组织释放人才潜能，推动切实成果，并帮助全球企业在瞬息万变的环境中保持领先。如需了解更多详情，敬请访问 cognizant.ai 或关注@cognizant。
补充雇佣信息
薪酬信息截至本职位发布之日为准。Cognizant 保留在适用法律允许的范围内随时修改该信息的权利。
申请人可能需要通过现场面试或视频会议的方式参加面试。此外，候选人在每次面试时可能需要出示其当前所在州或政府签发的有效身份证件。
Cognizant 是一家提供平等就业机会的雇主。在招聘过程中，您的申请和候选资格不会因种族、肤色、性别、宗教、信仰、性取向、性别认同、国籍、残疾、遗传信息、怀孕、退伍军人身份或任何其他受联邦、州或地方法律保护的特征而受到影响。
