Senior Production Support Analyst- Information Technology
The purpose of this role is
Responsible for ensuring the production support, resilience, and operational stability of the Bank’s card and payment systems, and all connected platforms (ATMs, POS, card network interfaces, and digital payment channels). The role provides day-to-day support by monitoring, troubleshooting, and resolving incidents and service requests, including root cause analysis and on-call coverage to maintain high system uptime and customer service continuity. This role supervises a team of analysts, ensuring adequate production support, lifecycle management (patching, upgrades, refresh cycles), and delivery of business-critical reports.
Key functions of the job are
Acts as the primary escalation point for high-impact incidents, production issues, and vendor escalations.
Provide first and second-level support for banking system, Visa, MasterCard, and related payment platforms.
Troubleshoot and resolve issues related to payment devices (ATMs, POS), transaction flows, and communication lines.
Perform root cause analysis for incidents and document corrective actions.
Analyze, test, and implement card mandates within required timelines.
Support implementation of new payment technologies, products, and features.
Perform data integrity checks, reconciliations, and balancing activities.
Supervise and mentor the Production Support Analysts, providing guidance, training, and performance feedback.
Other duties may be required.
Knowledge, Skills, and Experience Requirements
Bachelor’s degree in Computer Science, Information Technology, or related field; or an equivalent combination of education, training, and experience.
Familiarity with card processing, operations and compliance requirements.
Minimum 5+ years’ experience in Information Technology or Payments Systems support.
At least 2+ years’ experience in credit/debit card processing, mandates, and payment network compliance.
Strong understanding of banking operations, card schemes, and payments ecosystems.
In-depth knowledge of card network regulations (Visa, MasterCard, Discover, American Express), including mandates, message formats, and transaction flows.
Ability to participate in on-call rotation and supporting critical incidents after hours.
Excellent analytical, troubleshooting, and communication skills.
Salary & Benefits Cayman National offers an excellent benefits package including pension, health, life, and disability insurance. Depending on experience, the successful candidate can expect an annual salary of between CI$61,632.00 – CI$89,196.00. To Apply: Qualified Caymanians, RERC and permanent residence holders are encouraged to submit their cover letter and resume to Visit https://www.caymannational.com/about/careers
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Work Hours: 150 hours per month- Full-time Location: 200 Elgin Avenue Deadline: October 21, 2026 Note: Only candidates selected for an interview will be contacted.
