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SA Lead

Summary of role:

We are seeking a highly skilled and motivated Technical Lead to oversee and manage the Service Assurance function for our Production Support team. The ideal candidate will be responsible for ensuring stability, reliability, and performance of critical systems and applications. This role requires strong technical expertise, leadership skills, incident governance, and service continuity for Transact Corporate Lending and a proactive approach to problem-solving in a fast-paced environment. Experience in Temenos is desirable but not mandatory, provided there is a solid background in core banking support.

Key Responsibilities:

Lead and manage the production support function for the Service Assurance team.

Oversee incident response, prioritization, and resolution coordination.

Drive root cause analysis (RCA), problem management, and corrective action plans.

Ensure adherence to SLAs, escalation protocols, and governance standards.

Coordinate across technical teams, vendors, SMEs, and QA for resolution delivery, and to ensure alignment on system requirements and deliverables.

Implement and maintain monitoring tools to track system health and performance metrics, integrations, and environment stability.

Create reporting dashboards for incidents, KPIs, and service health.

Mentor support resources and oversee shift planning and knowledge transition.

Skills & Qualifications:

8–12 years of experience in Production Support/Service Assurance (preferably AA/Lending modules) with a proven ability to lead and mentor technical teams.

Excellent communication, interpersonal, and leadership skills to manage stakeholder expectations effectively.

Strong technical background with knowledge of COB, Integration Framework (TIF) and expert in production support, performance monitoring, and root cause analysis

Strong background in banking applications; Transact experience preferable.

Proven leadership in L2/L3 support, SLA management, and critical incident handling.

Knowledge of ITIL practices, problem/change management, versions, routines, local tables, and multi-threaded jobs, and RCA frameworks.

Experience with databases, interfaces, APIs, and system monitoring tools.

About NTT DATA

NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D.

Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, https://us.nttdata.com/en/contact-us.

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Service Assurance Lead

Job Description