Director Level 2 Support Engineering Engagement Leader
Posted Today by Caspex Corporation
Negotiable
Undetermined
Remote
Remote
Summary: The Director Level 2 Support Engineering Engagement Leader is responsible for overseeing enterprise payments platforms and leading Level 2 support organizations. This role requires a strong understanding of distributed systems and the ability to manage high-availability environments while engaging with executive stakeholders. The position emphasizes the introduction of automation and continuous improvement in service delivery. Leadership and operational stability are key components of this role.
Key Responsibilities:
- Support enterprise payments platforms including card payments, ACH, wire, RTP, clearing & settlement, and digital payments.
- Manage Level 2 support organizations within a Managed Services or outsourced delivery model.
- Oversee SLAs, KPIs, service governance, and automation-driven continuous improvement programs.
- Engage with executive-level stakeholders and clients to ensure operational stability and innovation.
- Utilize production diagnostics and observability tooling for effective system management.
- Introduce and scale automation, AIOps, and AI-enabled support capabilities in production environments.
- Document and report on operational analytics and performance metrics.
Key Skills:
- Strong experience with enterprise payments platforms.
- Solid understanding of distributed systems and APIs.
- Experience in managing high-availability, regulated ecosystems.
- Proven leadership skills in support organizations.
- Strong stakeholder management and client engagement abilities.
- Ability to balance operational stability with innovation.
- Strong documentation and reporting skills.
Salary (Rate): undetermined
City: undetermined
Country: undetermined
Working Arrangements: remote
IR35 Status: undetermined
Seniority Level: undetermined
Industry: Other
Strong experience supporting enterprise payments platforms (card payments, ACH, wire, RTP, clearing & settlement, digital payments).
Solid understanding of distributed systems, APIs, batch and realtime processing, production diagnostics, and observability tooling.
Experience introducing or scaling automation, AIOps, and AIenabled support capabilities in production environments.
Proven ability to operate in highavailability, regulated, customerimpacting ecosystems.
Leadership & Engagement
Proven experience leading Level 2 support organizations within a Managed Services or outsourced delivery model.
Strong executivelevel stakeholder management and client engagement skills.
Ability to balance operational stability with transformation and innovation across multiple products.
Process & Delivery
Experience managing SLAs, KPIs, service governance, and automationdriven continuous improvement programs.
Strong documentation, reporting, and operational analytics skills.