Job Requirements
Support Lead (Onshore)
Location: PCS CA~TORONTO
Years of Experience: 10-15 Years
Job Summary: We are seeking an experienced Support Lead to oversee and manage 24/7 production support operations for critical digital assets, tokenized deposits, stablecoin processing, and blockchain-enabled payment infrastructure. The ideal candidate will be responsible for ensuring high availability, DLT node health, rapid incident resolution, and strict SLA adherence across multi-tiered financial and tokenization platforms.
Responsibilities
- Lead day-to-day production support operations, incident management, and problem management processes for tokenized deposit and payment platforms.
- Serve as the primary point of escalation for high-priority production incidents (P1/P2) involving token issuance, wallet custody integrations, or smart contract workflows.
- Oversee SLA compliance, transaction failure tracking, root cause analysis (RCA), and remediation for tokenized asset platforms.
- Manage shift handovers, on-call support rotas, and cross-location support coordination between onshore and offshore teams for high-availability payment networks.
Mandatory Skills
- 7+ years of experience in production/application support within Banking, Digital Payments, or Financial Technology domains.
- Hands-on background or strong working knowledge of tokenized deposits, digital asset operating models, stablecoins, or DLT/blockchain platforms.
- Proficiency with SQL, Unix/Linux shell scripting, and enterprise APM/logging tools (e.g., Splunk, AppDynamics, Dynatrace, Datadog).
- Strong ITIL process mastery (Incident, Problem, Change, and Service Request Management).
Preferred Skills
- Familiarity with digital wallet architectures, custody solutions, and cross-border payment messaging (e.g., ISO 20022, SWIFT).
- Understanding of cloud-hosted infrastructure (AWS/Azure) and containerized service monitoring (Docker/Kubernetes).
- Excellent crisis management, stakeholder communication, and cross-functional leadership skills.
Qualifications
- Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field.
- ITIL Foundation or blockchain/fintech certifications are a plus.
Work Experience
10-15Years
