Skip to main content

L2 Production Support Lead Engineer

00069749251

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


About Cognizant: 
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, bridging the gap between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, drive tangible outcomes and keep global enterprises ahead in a fast-changing world. See how at cognizant.ai or @cognizant.

Additional employment information
Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.

Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.

Benefits that help you thrive and grow

Our benefits program is built with you in mind—so you can enjoy a fulfilling, balanced and healthy life.

a blue line drawing of a plant with leaves

Financial wellbeing

We regularly review market data to ensure compensation reflects the value you bring. Your benefits extend beyond pay and may include retirement plans, financial education, etc.

Stay Healthy Midnight Blue RGB

Physical and mental health

We empower you to prioritize your wellbeing through paid time off, flexible working where possible, healthcare plans, counselling, our Mental Health Allyship program and more. 

Build The Career You Want Midnight Blue RGB

Your career, your way

With 350,000+ roles at Cognizant, you’ll have opportunities explore new technologies, industries and locations—and build the skills you need to grow your career.

Making A Meaningful Impact Midnight Blue RGB

Real-world impact

Think about the biggest brands you rely on. Chances are, they rely on us to help strengthen their business. Here, you’ll turn bold ideas into solutions that improve lives everywhere.

Your path to Cognizant

Here’s what you can expect from our hiring process. Please keep in mind that it may vary by role and location. Explore our FAQs to learn more.

a person sitting at a table using a laptop

Step 1: Apply to the right opportunity

Find an open role that matches your skills and career goals and show us why you’re the person for the job. Don’t see the right opportunity? Consider joining our Talent Community.

a person holding a tablet and talking on the phone

Step 2: Connect with your recruiter

If one of our recruiters sees a fit, they’ll set up a short intro call to learn more about you and how your experiences and skills match the role.

a person smiling at a table with a laptop

Step 3: Show off your skills

If you and our team would like to continue the process, you’ll interview with our hiring team. Some roles may also require technical assessments and/or client interviews.

a group of people sitting around a table

Step 4: Decision time

Our team will then review each candidates’ potential to succeed in the role. This step may take some time because we want to find the right fit for both you and us—but you can count on us to keep you updated.

APJ Dez
Cognizant has given me the opportunity to thrive as a leader and as a person. The culture of recognition, the great benefits and the sense of community motivate me, and I strive to give my best every day.
Decree Olam Team Leader - Intuitive Operations & Automation
1 (2)
Cognizant has one of the best learning ecosystems you can ask for. From sponsored certifications to training platforms to mentorship, we have all that we need to grow.
Debashish Mishra SAP MM Developer
Apj Kate
I have the privilege of working with an amazing, diverse team with loads of international experience. It’s inspiring when we all bring our different thinking, skills and experience together to deliver great things.
Kate Wilson Technology Consulting Manager

Haven't yet found the right opportunity?

Get the latest updates on job opportunities, recruitment events and company news—tailored just for you!

Be in the know