We are looking for an experienced L2/L3 Production Support Engineer to support business-critical applications within the banking and payments domain.

The ideal candidate will have strong experience in production incident management, application troubleshooting, root-cause analysis, and payment processing environments.

The role involves working closely with development, infrastructure, database, operations, and external vendor teams to ensure application stability, resolve production issues, and support smooth releases.

Key Responsibilities :

- Provide L2/L3 production support for business-critical banking and payment applications.

- Monitor application health, payment processing, batch jobs, interfaces, and system performance.

- Diagnose and resolve application, batch, interface, database, and transaction-related issues within defined SLAs.

- Perform detailed root-cause analysis (RCA) for recurring and critical production incidents.

- Analyze application logs, system logs, error messages, and transaction data to identify and troubleshoot issues.

- Use SQL to investigate transaction failures, data inconsistencies, and database-related issues.

- Troubleshoot issues across application interfaces, APIs, batch processes, and downstream/upstream systems.

- Coordinate with development teams for bug fixes, code-level analysis, and permanent resolutions.

- Work closely with infrastructure, database, network, operations, and vendor teams for issue resolution.

- Manage incidents in accordance with ITIL processes, including incident, problem, and change management.

- Support application releases, deployments, production validation, and post-release monitoring.

- Maintain incident records, RCA documentation, known-error databases, and support documentation.

- Identify recurring issues and recommend improvements to enhance application stability and reduce production incidents.

- Participate in 24x7 support / on-call rotations as required for critical payment applications.

Key Skills & Expertise

- L2/L3 Production Support

- Banking & Payment Applications

- Incident & Problem Management

- Root-Cause Analysis (RCA)

- SQL & Database Troubleshooting

- Linux / Unix

- Application & Log Analysis

- Batch Processing & Scheduling

- Interfaces / APIs

- Payment Transaction Troubleshooting

- Release & Deployment Support

- ITIL Processes

- Monitoring & Production Operations

- Vendor & Stakeholder Coordination

- 24x7 / On-Call Support

Preferred Qualifications

- 6 - 8 years of experience in production/application support, preferably within banking, financial services, or payments.

- Strong hands-on experience supporting business-critical applications in production environments.

- Good understanding of payment processing, transaction flows, batch processing, and system interfaces.

- Strong troubleshooting and analytical skills with the ability to handle high-priority production incidents.

- Hands-on experience with SQL, Linux/Unix, and application/log monitoring.

- Experience working with distributed teams across development, infrastructure, database, and vendor functions.

- Ability to work effectively under pressure and manage incidents within defined SLAs.

- Willingness to participate in 24x7/on-call support where required.