Support Lead - Database Support

Overview:

Focus on root‑cause analysis and permanent fixes . You’ll analyze patterns, produce high‑quality RCAs, and work with engineering to prevent recurrence. When needed, you’ll dive deep into code/config to support remediation.

What you’ll do

Lead problem investigations using structured techniques (5 Whys, Fishbone, fault tree). Analyze logs, traces, and datasets to detect patterns across web/mobile/contact center journeys. Propose and implement corrective actions (config hardening, retries, backoff, graceful degradation). Partner with engineering on defect fixes; validate through targeted tests and canary rollouts. Maintain problem records, track preventive actions, and measure effectiveness. Support performance baselining and capacity planning for peak periods. Skills you’ll bring Strong troubleshooting skills; fluency with logs/metrics/traces and SQL. Ability to read code/config (Java/.NET/Node is a plus) and understand API contracts. Comfortable with CI/CD, feature flags, and rollback strategies. Ability to read code/config and familiarity with cloud platforms (Azure and AWS). Experience with

TS2

and Mastercard is mandatory Experience in consumer banking/card platforms; exposure to PCI and secure operations. 5+ yrs of experience

Overview:

Focus on root‑cause analysis and permanent fixes . You’ll analyze patterns, produce high‑quality RCAs, and work with engineering to prevent recurrence. When needed, you’ll dive deep into code/config to support remediation.

What you’ll do

Lead problem investigations using structured techniques (5 Whys, Fishbone, fault tree). Analyze logs, traces, and datasets to detect patterns across web/mobile/contact center journeys. Propose and implement corrective actions (config hardening, retries, backoff, graceful degradation). Partner with engineering on defect fixes; validate through targeted tests and canary rollouts. Maintain problem records, track preventive actions, and measure effectiveness. Support performance baselining and capacity planning for peak periods. Skills you’ll bring Strong troubleshooting skills; fluency with logs/metrics/traces and SQL. Ability to read code/config (Java/.NET/Node is a plus) and understand API contracts. Comfortable with CI/CD, feature flags, and rollback strategies. Ability to read code/config and familiarity with cloud platforms (Azure and AWS). Experience with

TS2