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IST/Switch Production Support Engineer

00070683741

We are seeking an experienced IST/Switch Production Support Engineer to provide L2/L3 support for mission-critical payment processing platforms. The ideal candidate will possess strong expertise in payment-switch operations, ISO 8583 transaction processing, Linux administration, production incident management, and end-to-end transaction troubleshooting.

This role is responsible for ensuring the stability, availability, and performance of payment services by rapidly diagnosing and resolving incidents across APIs, middleware, load balancing layers, payment-switch applications, databases, BIN routing configurations, and issuer/downstream integrations. The candidate should have hands-on experience supporting IST/Switch or a comparable payment-switch platform within a high-volume production environment.

Work Model

We strive to provide flexibility wherever possible. Based on business and client requirements, this role may operate in a hybrid, remote, or office-based work model. Work arrangements will be discussed during the recruitment process and may vary based on project and client needs.

Key Responsibilities

Production Support & Incident Management

  • Provide L2/L3 production support for IST/Switch and payment processing applications.
  • Monitor, troubleshoot, and resolve issues across the complete transaction flow:
    • API/WSO2
    • Layer 7 (L7) Load Balancing
    • IST/Switch
    • Issuer and downstream payment systems
  • Participate in major incident management activities, ensuring timely resolution and restoration of services.
  • Provide clear communication regarding business impact, technical findings, escalation status, and recovery progress.

Transaction Processing & Analysis

  • Investigate transaction failures, declines, timeout scenarios, connectivity issues, and performance degradation.
  • Analyze ISO 8583 messages, response codes, message types, and data elements to identify transaction processing issues.
  • Trace transactions through application logs, system logs, and monitoring tools to determine points of failure, latency, or interruption.
  • Distinguish switch-related issues from upstream and downstream dependencies.

Routing & Connectivity Troubleshooting

  • Troubleshoot BIN routing issues and assess impact on authorization and payment processing flows.
  • Investigate issuer timeout patterns, transaction declines, and routing failures.
  • Analyze network connectivity problems, intermittent communication failures, and L7 port disconnect events affecting transaction processing.
  • Determine incident ownership across APIs, middleware, load balancers, payment-switch infrastructure, databases, network components, and external payment processors.

Monitoring & Operational Excellence

  • Utilize monitoring platforms such as NetXMS to review:
    • Transaction throughput (TPS)
    • System availability
    • Queue health
    • Database performance
    • Application health metrics
  • Correlate alerts, logs, transaction evidence, and connectivity data to provide comprehensive impact assessments and remediation plans.
  • Differentiate actual service-impacting incidents from maintenance activities and false-positive alerts.
  • Identify recurring issues and recommend monitoring enhancements, resilience improvements, and operational efficiencies.

Linux & Platform Support

  • Perform advanced Linux troubleshooting involving:
    • Services and processes
    • Log analysis
    • CPU and memory utilization
    • File systems
    • Network sockets and ports
    • Connectivity diagnostics
  • Support application deployment validation and post-implementation monitoring activities when required.

Cross-Functional Collaboration

  • Coordinate with Application Development, Middleware, Infrastructure, Database, Network Operations, and External Payment Partners to resolve production incidents.
  • Participate in problem management activities and contribute to root cause analysis (RCA) efforts.
  • Support continuous service improvement initiatives and operational best practices.

Required Qualifications:

  • Experience Required: 5+ years of relevant experience in Payment Switch / Production Support environments.
  • Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent work experience.
  • Experience providing production support for IST/Switch or similar payment-switch platforms.
  • Strong understanding of payment authorization flows and electronic payment processing ecosystems.
  • Experience in high-availability, high-volume production environments.
  • Excellent analytical, troubleshooting, and problem-solving skills.
  • Strong verbal and written communication skills.
  • Ability to work in a 24x7 production support environment, including on-call support when required.

Preferred Qualifications

  • Experience supporting financial services, banking, or card payment ecosystems.
  • Knowledge of API gateways such as WSO2.
  • Familiarity with middleware technologies and integration platforms.
  • Experience working with high-availability payment infrastructure.
  • Understanding of networking concepts, load balancing, and transaction routing architectures.

Mandatory Technical Skills

  • Payment Processing & Switching
  • Infrastructure & Operating Systems
  • Monitoring & Incident Management

  • Transaction Troubleshooting

Only Brazilian profiles will be considered. Please, upload your resume in English.

We're excited to meet people who share our mission and can contribute to creating exceptional outcomes for our clients, communities, and colleagues. If this role aligns with your experience and career aspirations, we encourage you to apply.

Things to know before you apply

  • Work authorization: Cognizant will only consider applicants for this position who are legally authorized to work in Canada without requiring employer sponsorship, now or at any time in the future.
  • Accommodations: If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email [email protected] with your request and contact information.
  • AI in hiring: We use artificial intelligence (AI) tools to help us screen and assess applications more efficiently. Our team performs additional human review and ultimately decides who moves forward in our hiring process.
  • Open position: Unless otherwise stated, this job posting is for an open position on our team.
  • Language proficiency: We ask that all candidates have basic English proficiency for company-wide communications purposes. For roles based in Quebec, professional English proficiency is required, as you’ll deliver services to and collaborate with stakeholders outside the province who may not speak French.
  • Inclusion: 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.

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.

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

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We regularly review market data to ensure compensation reflects the value you bring. Your benefits extend beyond pay and may include financial education, a pension plan with matching contributions, etc.

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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. 

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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.

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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.

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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.

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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.

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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.

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