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.
À savoir avant de postuler
- Autorisation de travail: Cognizant ne prendra en considération que les candidats à ce poste qui sont légalement autorisés à travailler au Canada sans avoir besoin d'un parrainage de l'employeur, aujourd'hui ou à l'avenir.
- Mesures d’adaptation: Si vous avez un handicap qui nécessite des mesures d’adaptation raisonnable pour effectuer une recherche d’emploi ou poser une candidature, veuillez envoyer un courriel à [email protected] avec votre demande et vos coordonnées.
- L’IA dans notre processus de recrutement: Nous utilisons des outils d'intelligence artificielle (IA) pour trier et évaluer les candidatures efficacement. Notre équipe examine ensuite les candidatures et décide qui passe à l’étape suivante.
- Poste à pourvoir: Sauf indication contraire, ce poste est actuellement vacant et nous cherchons à le pourvoir.
- Exigences linguistiques: Nous demandons à tous les candidats de posséder une connaissance de base de l’anglais afin de faciliter les communications internes. Pour les postes au Québec, la capacité à communiquer efficacement en anglais est requise car vous fournirez des services à et collaborerez avec des parties prenantes anglophones situées hors de la province.
- Inclusion: Cognizant est un employeur souscrivant au principe de l’égalité d’accès à l’emploi. Votre candidature et votre dossier ne seront pas examinés en fonction de la race, de la couleur, du sexe, de la religion, des croyances, de l'orientation sexuelle, de l'identité de genre, de l'origine nationale, du handicap, des renseignements génétiques, de la grossesse, du statut d'ancien combattant ou de toute autre caractéristique protégée par les lois fédérales, provinciales ou locales.
À propos de Cognizant
Cognizant (NASDAQ: CTSH) est un AI Builder et une entreprise de services numériques (ESN) élaborant des solutions complètes d’IA maximisant les investissements pour des résultats concrets. Sa profonde expertise des métiers, des processus et des technologies lui permet d’intégrer dans les systèmes technologiques le contexte unique de chaque organisation de l’ingénierie à la production à l’échelle. Son objectif: améliorer l’efficacité des équipes, créer de la valeur et permettre aux grandes entreprises de rester performantes dans un monde qui évolue rapidement. Pour en savoir plus: cognizant.ai ou @cognizant.
