About the Role :

We are hiring a Senior Application Support Specialist for one of our key clients in the financial services domain. This is a remote role focused on supporting and enhancing the Lusis Tango payment switch platform. The ideal candidate will have deep expertise in switch application ecosystems, particularly Lusis Tango, with a strong focus on system health, incident management, automation, and stakeholder coordination.

Key Responsibilities :

Application Management & Support :

- Provide L1 and L2 support for Lusis Tango and associated switch applications.

- Monitor system performance, health, and availability using proactive tools and frameworks.

- Manage and execute system upgrades, patches, and configuration changes.

Incident & Problem Management :

- Analyze high-impact incidents; lead root cause investigations and drive corrective actions.

- Conduct post-mortem reviews and document lessons learned and improvement actions.

Change & Configuration Management :

- Maintain comprehensive documentation including configurations, runbooks, SOPs, and change logs.

- Ensure strict adherence to change management processes and audit compliance.

Vendor Coordination :

- Act as a primary liaison with Lusis for advanced issue resolution, product updates, and support escalations.

Leadership & Process Excellence :

- Lead and mentor a geographically distributed support team.

- Define and manage support operations including shift rotations and on-call schedules.

- Establish and monitor SLAs/KPIs for system uptime, response times, and resolution quality.

Cross-functional Collaboration :

- Interface with infrastructure, engineering, QA, DevOps, and business operations teams to ensure seamless support delivery.

- Collaborate with architecture and product teams to contribute to the Tango platform roadmap, especially in areas such as performance tuning, scaling, and modernization.

Automation & Monitoring Enhancements :

- Drive initiatives in observability, proactive alerting, and self-healing mechanisms using industry-standard tools.

- Recommend and implement automation for routine support tasks and operational processes.

Security & Compliance :

- Ensure system configurations and operations meet security, risk, and compliance standards.

- Support audit and regulatory requirements through documentation and process rigor.

Technical Requirements :

- Minimum 8 years of experience in Switch Applications, with 5+ years of hands-on experience in Lusis Tango.

- Strong working knowledge of Linux environments (RedHat/CentOS/Ubuntu), including shell scripting, performance tuning, and process management.

- Familiarity with databases (MySQL/PostgreSQL), log analysis tools, and transaction tracing.

- Proven expertise in incident response, root cause analysis, and application diagnostics.

- Experience with monitoring tools (e.g., Nagios, Prometheus, Grafana, ELK) and automation frameworks is a plus.

- Understanding of financial transaction workflows, ISO8583, and payment processing systems is highly desirable.

Preferred Skills :

- ITIL certification or familiarity with ITIL-based support models.

- Experience with cloud or containerized environments (Docker, Kubernetes).

- Exposure to Agile/DevOps cultures and CI/CD pipelines.