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 |
コグニザントについて
コグニザント（NASDAQ: CTSH）は、AI Builderおよびテクノロジーサービスプロバイダーとして、お客様にフルスタックのAIソリューションを構築することで、AI投資と企業価値を結ぶ架け橋となっています。業界、ビジネスプロセス、エンジニアリングに関する当社の深い専門知識を活かし、組織固有のビジネス環境をテクノロジー・システムに組み込みます。これにより、人間の可能性を最大限に引き出し、確かな成果を実現するとともに、急速に変化する世界においてグローバル企業が常に一歩先を行くための支援を行っています。 詳細については、cognizant.ai をご覧ください。
雇用に関する追加情報
本募集に記載されている報酬情報は、掲載日時点で正確なものです。Cognizantは、適用される法令に従い、いつでも本情報を変更する権利を留保します。
応募者は、対面またはビデオ会議による面接への参加を求められる場合があります。また、各面接の際に、現在有効な州政府または政府発行の身分証明書の提示を求められる場合があります。
Cognizantは機会均等雇用主です。応募および選考において、人種、肌の色、性別、宗教、信条、性的指向、性自認、国籍、障がい、遺伝情報、妊娠、退役軍人の地位、その他連邦法・州法・地方自治体の法律により保護されるいかなる特性に基づく差別も行いません。
