01Overview
We are looking for an experienced Application Support Team Lead to lead production support for critical banking and fintech applications. The role involves managing support operations across UPI, card, payment gateway, and real-time transaction platforms, while ensuring system stability, incident resolution, regulatory compliance, and continuous service improvement.
Key Duties & Responsibilities
Lead and mentor the L3 Application Support team, ensuring high performance and effective workload management.
Manage shift rosters, resource allocation, and team performance tracking.
Ensure adherence to SLAs, OLAs, and incident management processes.
Act as the primary escalation point for critical production incidents.
Oversee L3 support for banking, fintech, and payment applications.
Drive timely resolution of incidents, including Major Incidents (P1/P2), in line with defined SOPs.
Coordinate with Engineering, Product, and vendor teams for issue resolution and escalations.
Review Root Cause Analyses (RCAs) and drive corrective and preventive actions.
Identify recurring issues and implement automation and continuous improvement initiatives.
Ensure the smooth functioning of UPI, payment gateways, card issuing, and payment processing platforms.
Oversee transaction processing, settlement, reconciliation, and payment-related issue management.
Monitor application and system health using tools such as Grafana and Kibana.
Enhance system stability through proactive monitoring, log analysis, and alert management.
Ensure compliance with RBI, NPCI, PCI DSS, KYC/AML, and other regulatory requirements.
Maintain audit-ready documentation, incident records, and governance standards.
Candidate Requirement
Graduate in Engineering or an equivalent discipline from a recognized institute.
6-10 years of experience in banking/fintech application support.
2-3 years of experience leading L3 Production Support teams.
Strong experience with API integrations for onboarding, verification, and payment services.
Hands-on experience supporting UPI, payment gateways, and card issuing platforms.
Good understanding of KYC/AML processes and RBI/NPCI regulations.
Strong leadership, stakeholder management, and communication skills. .
