Application Support Analyst SAS FRMS

Location: Navi Mumbai - Belapur

Employment type: Contractual

Duration: 2 years

Level 1 (L1) Application Support Analyst SAS FRMS

Role Overview

The L1 Application Support Analyst serves as the primary technical point of contact for the Fraud Risk Management System (FRMS). Operating in a 24/7 rotational shift environment, this role ensures continuous availability of the SAS Fraud Management (SFM) and SAS Fraud Decisioning (SFD) platforms. The analyst focuses on real-time monitoring of the On-Demand Engine (ODE), initial incident triage, access management, and strict SLA compliance for banking and financial transaction streams hosted on JBOSS application servers.

Key Responsibilities

• System & Alert Monitoring: Actively monitor the health of the SAS SFM/SFD applications, tracking real-time transaction flows through the ODE. Ensure JBOSS server instances are active and consuming expected CPU/Memory resources using enterprise monitoring tools (e.g., AppDynamics, Splunk, or Dynatrace).
• First-Line Triage & JBOSS Management: Execute standard operating procedures (SOPs) for basic system issues. This includes clearing application cache, restarting stuck JBOSS mid-tier services, and verifying network connectivity to the ODE scoring engine.
• Incident Management & Ticketing: Acknowledge, log, categorize, and prioritize incidents reported by fraud investigators or automated system alerts via ITSM tools (ServiceNow, Jira).
• Access Management: Process Identity and Access Management (IAM) requests for the SAS Enterprise Case Management (ECM) and SFD interfaces, ensuring strict adherence to security and compliance protocols.
• Batch Job Tracking: Monitor overnight batch processing and data loads feeding the SFM datamart. Report failures in data extraction or load processes immediately to the L2 team.
• Escalation: Route complex JBOSS configuration issues, ODE latency spikes, application bugs, or critical infrastructure outages to L2 Support within defined response timeframes.

Required Qualifications & Skills

• Experience: 1–3 years in IT Production Support, Helpdesk, or Application Support within a banking or financial services environment.

Technical Knowledge:

• Basic familiarity with JBOSS application server administrative consoles.
• Proficiency with UNIX/Linux commands for navigating file systems and checking JBOSS or ODE application logs.
• Basic SQL proficiency to execute pre-written queries for data validation.
• Experience with ITSM frameworks and ticketing platforms.
• Operational Skills: Strong verbal and written communication skills for cross-team coordination and shift-handover reporting.