Operations Lead

Gratitude Philippines; Manila; On-site; PHP 1,116,000 - 1,395,000; Full time

Job summary

Gratitude Philippines is seeking an Operations Lead to serve as the primary technical authority for L2 support within our payment ecosystem. You will lead incident triage, perform deep-dive analyses, and ensure high system availability and SLA compliance.

With 8–10 years of production support and leadership experience, you will review TSYS solution designs, collaborate with cross-functional teams, and drive rapid resolutions while mitigating operational risks.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, or related field.

Responsibilities

• Act as the single point of accountability for technical alignment with TSYS and stakeholders.
• Critically review TSYS designs for performance, scalability, and resilience.
• Lead incident triage and drive RCA and rapid resolutions within SLAs.
• Collaborate with UBP and internal teams to align solutions with bank requirements.
• Identify gaps and escalate efficiently, reducing dependency on leadership.

Skills

Technical Leadership

Incident Triage

Root Cause Analysis

L2 Production Support

Vendor Management

Data-Driven Escalations

Stakeholder Management

SQL

Unix/Linux

ISO 8583

Education

Bachelor's degree in CS/IT/Engineering

Tools

TSYS

Splunk

AppDynamics

Dynatrace

ISO 8583

SQL

Unix/Linux

Job description

Overview

• Work Setup: Onsite (Eton Centris, Quezon Avenue, Quezon City)
• Work Shift: Shifting Schedule
• Salary Range: ₱100,000 - ₱125,000 / month
• Start Date: ASAP
• Headcount: 1
• Experience Required: 8-10 years of relevant experience with proven leadership or lead-level exposure

Job Description & Objectives

The Operations Lead will act as the primary technical authority for L2 support and technical operations within our payment ecosystem. In this role, you will lead incident triage, perform deep-dive technical analysis, critically evaluate TSYS-proposed solutions, and ensure high system availability, performance, and SLA compliance.

Key Responsibilities

• Technical Authority & Vendor Oversight:
  • Act as the single point of accountability for technical alignment and coordination with TSYS and other ecosystem stakeholders.
  • Critically review and challenge TSYS-proposed solution designs, ensuring alignment with performance parameters (e.g., transactions per second, scalability, failover, system resilience).
  • Identify gaps, delays, and inconsistencies in TSYS vendor responses and drive rapid resolution.
• Incident & Production Support:
  • Provide hands-on leadership during production incidents and operational escalation calls.
  • Bridge the gap between surface-level ticket management and deep technical root cause analysis (RCA).
  • Drive L2 support operations, ensuring incident triage, RCA, and resolutions are delivered within strict SLAs.
  • Proactively identify and mitigate operational risks (e.g., RC91 messaging issues, performance bottlenecks).
• Cross-Functional Collaboration:
  • Work closely with UBP and internal technical teams to align TSYS solution designs with bank-specific requirements.
  • Leverage technical and contractual commitments to back escalations with clear, data-backed insights.
  • Reduce reliance on UBP leadership by providing fast triaging and deep domain expertise.

Qualifications

• Education: Bachelors/College Degree graduate in Computer Science, Information Technology, Engineering, or a related field.
• Experience: 8 to 10 years of experience in production support/technical operations with demonstrated team-lead capabilities.
• Technical Proficiency:
  • Hands-on experience with SQL and Unix/Linux environments.
  • Strong expertise in payments platforms (TSYS) and messaging standards (ISO 8583).
  • Proven experience using APM and monitoring tools (e.g., Splunk, AppDynamics, Dynatrace).
• Work History & Eligibility:
  • Strong job stability (no history of job hopping).
  • Exclusion: Must not be a current or former employee of Wipro.

Required Core Skills

• Domain & Platforms: TSYS Platforms, ISO 8583 Payment Protocols
• Systems & Database: Unix/Linux, SQL, Database Management
• Monitoring & Observability: Splunk, AppDynamics, Dynatrace
• Operations & Governance: L2 Production Support, Incident Triage, Root Cause Analysis (RCA), Ticket Management, SLA Management
• Soft Skills: Technical Leadership, Stakeholder & Vendor Management, Data-Driven Escalations

Recruitment Process

1. Resume Screening (Ops Team)
2. Technical & Leadership Interview (Ops Team)