What are the responsibilities and job description for the Senior Engineering Director ( Banking & Payments ) position at Bramkas Inc.?
Sr. Director / Engagement Leader ( (Payments Managed Services)
- Level 2 Support Engineering (Payments Managed Services)
- Location: Dallas, TX USA (Remote / Hybrid)
- Job Type: Full-Time
- Experience : 15 yrs
Role Overview
We are looking for a senior-level Level 2 Support Engineering Engagement Leader to drive operational excellence, service stability, and transformation across enterprise payments platforms within a managed services model.
This role will lead end-to-end Level 2 support operations, including incident management, automation adoption, stakeholder engagement, and continuous service improvement.
Must Have Skills
- Strong experience in Payments domain (Card, ACH, Wire, RTP, Clearing & Settlement)
- Hands-on experience with Level 2 Production Support / Application Support
- Deep understanding of distributed systems, APIs, batch & real-time processing
- Experience with AIOps / automation / AI-driven incident management
- Strong background in SLA, KPI, OLA management
- Proven experience in Managed Services / client-facing roles
- Strong stakeholder management & client engagement skills
- Experience with incident management, RCA, problem management
- Knowledge of observability / monitoring tools
- Leadership experience managing global support teams
Key Responsibilities
- Lead Level 2 support operations ensuring high availability and reliability
- Drive automation and AIOps adoption to reduce manual effort
- Manage incident triage, escalation, and root cause analysis
- Ensure adherence to SLA / OLA commitments
- Act as the primary client engagement lead
- Drive continuous improvement and service transformation
- Collaborate with L1, L3, product, and infrastructure teams
- Improve self-healing and self-service capabilities
- Lead and mentor global support teams
- Manage vendor performance and service delivery quality
Nice to Have
- Experience in Banking / Financial Services
- Exposure to SRE / DevOps practices
- Certifications like ITIL, PMP, SAFe
- Experience with monitoring tools, ticketing systems, workflow automation