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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, provincial or local laws.

Your path to Cognizant

Wondering what to expect after you apply? Here’s a peek at our recruitment process—and keep in mind that not all candidates advance through every step and the process may vary depending on your role and location.

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Step 1: Application

Find an open role that aligns with your skills and career goals and show us why you’re the person for the job. Consider joining our Talent Community if you don’t find the right opportunity.

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Step 2: Recruiter call

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

Step 3: Interview(s)

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

Step 4: Final decision

Our hiring team will then review each candidates’ potential to succeed in the role. This process may take some time because we want to get it right—but you can count on us to keep you updated.

Benefits that help you thrive and grow

Our teams achieve incredible things when they feel fully supported. That’s why our benefits program is built around the diverse needs of our people—so they can enjoy a fulfilling, balanced and healthy life.

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Financial wellbeing

Financial wellbeing

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

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Physical and mental wellbeing

Physical and mental wellbeing

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. 

Your Career, Your Way
Your career, your way

Your career, your way

With 90% of our associates building skills through GenAI training, job shadowing, industry certifications and more, you have everything you need to build a full career.

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Real-world impact

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.

02.2026 Superlearner Debashish
"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
Laura Reynaud
"Cognizant offers me more than a job; it offers a community. We support each other, collaborate across borders and celebrate wins together. If you’re looking for a culture that values flexibility, diversity and growth, this is the place to be."
Laura Reynaud Lead Counsel
Lucas Hoffman
“I’ve had the chance to work on impactful projects and shadow colleagues, all while getting involved in internal initiatives. The world is your oyster at Cognizant—you just need to take advantage of it!”
Lucas Hoffman Consultant
Sujatha’S Journey Main
“When I first joined, I was quiet and hesitant to share my thoughts. The leadership programs and the mentoring I’ve received have helped me find my voice and grow as a leader.”
Sujatha Gopalakrishnan Portfolio Delivery Lead
Paulo Miguel Epili Main
"Nobody here says ‘that’s not my job.’ People just help. That’s the entrepreneurial culture that makes me stay at Cognizant.”
Paulo Miguel Epili Sr. Process Executive

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