BASE24-eps Production Support Lead

BASE24-eps Production Support Lead

12+ years' Payments experience 10+ years' BASE24-eps Banking & Financial Services

We are looking for an experienced BASE24-eps Production Support Lead to lead a technical production support team within a large Australian banking environment. This is a hands-on leadership role requiring deep BASE24-eps expertise combined with strong experience managing business-critical payment platforms in production.

You will be responsible for the stability, performance and ongoing development of the BASE24-eps environment, while leading the team responsible for day-to-day production support. The environment supports high-volume card and electronic payment processing, so you will need a strong understanding of the end-to-end payment transaction lifecycle and the ability to troubleshoot complex production issues.

What you'll be doing

• Lead and manage the BASE24-eps production support team

• Remain technically hands-on with BASE24-eps development, configuration and customisation

• Monitor system health and ensure the availability and performance of the payments platform

• Support ATM, POS, e-commerce, payment gateway and EFT transaction processing

• Configure and support authorisation, routing, switching, settlement and reconciliation

• Develop and maintain BASE24-eps payment workflows, scripts, interfaces and APIs

• Support integrations with Visa, Mastercard, domestic payment networks and core/host banking systems

• Manage production incidents and problems, including root cause analysis (RCA)

• Manage and report against production support measures including SLAs, response times and resolution times

• Support 24x7 production operations, including critical incidents and escalations

• Manage and support releases, deployments, upgrades and migrations

• Support DR, failover and high-availability requirements

• Undertake performance tuning and capacity planning for high-volume transaction processing

• Implement payment enhancements including EMV and contactless

• Support payment scheme, regulatory and compliance changes and mandates

• Participate in code reviews, testing and production releases

• Work closely with development, architecture, infrastructure, QA and business teams

• Maintain technical documentation, operational procedures and support guides

What we're looking for

• 12+ years' experience within payments/banking technology

• At least 10 years' hands-on BASE24-eps experience

• Strong BASE24-eps development and production support experience

• Previous experience leading an engineering or production support team

• Strong knowledge of payment switching and transaction processing

• Experience across ATM and POS acquiring, card payments and EFT

• Strong understanding of authorisation, routing, settlement and reconciliation

• Experience supporting high-volume, business-critical payment platforms

• Strong understanding of the end-to-end card transaction lifecycle

• Experience with Incident, Problem and Change Management

• Understanding of production support measures including SLAs, response and resolution times

• Experience with high availability, disaster recovery, performance and capacity management

• Strong troubleshooting and analytical skills

• Excellent communication skills and the ability to work directly with technical teams, business stakeholders and clients

The person we're looking for

This isn't a pure management position. We need someone who can lead the BASE24-eps support team while still getting hands-on technically when required.

You will understand what it takes to operate a high-volume payments platform in a banking production environment and be equally comfortable dealing with a critical production incident, investigating a transaction failure, reviewing a technical change or leading the team through a release.

If you have deep BASE24-eps experience and have led the production support of business- critical payment platforms, we'd like to hear from you.