Engineer-Enterprise Support

Sarvatra Technologies Pvt. Ltd. is looking for an Engineer Enterprise Support to manage L2 production support, incident resolution, deployment activities, and client coordination. The candidate will be responsible for analyzing technical issues, reviewing logs, preparing SQL-based reports, coordinating with internal technical teams, and ensuring adherence to SLA and production support processes.

Key Responsibilities

• Resolve L2 tickets reported through the Service Desk and emails.
• Provide ad-hoc reports using SQL based on client requirements.
• Understand reported issues, analyze application/system logs, and report incidents to the concerned teams.
• Assign unresolved tickets to L3 teams and follow up until the issue is resolved.
• Coordinate with Testing, Development, Network, DBA teams and clients for issue resolution.
• Perform production release deployments and monitor systems post-deployment.
• Raise Service Requests (SRs) for deployment and other production activities as per defined protocols.
• Obtain and maintain necessary approvals from relevant authorities before executing production activities.
• Maintain proper technical and activity-related documentation for every production activity.
• Ensure adherence to SLA and bank-defined support standards.
• Monitor production environments and proactively identify and escalate potential issues.
• Support payment technology platforms and applications in a production environment.
• Manage and prioritize multiple tickets and activities while ensuring timely resolution.
• Coordinate with team members and stakeholders to ensure smooth day-to-day operations.

Required Skills

• Strong knowledge of SQL and ability to generate reports and troubleshoot data-related issues.
• Hands-on experience with Linux/Unix environments.
• Understanding of Payment Technologies / FinTech systems.
• Knowledge of Switching and payment processing systems.
• Understanding of payment platforms such as IMPS, UPI and/or CBDC.
• Good understanding of log analysis and incident troubleshooting.
• Experience in production support and ticket management.
• Knowledge of deployment and post-deployment monitoring processes.
• Good team management and coordination skills.
• Strong communication and interpersonal skills.

Desired Candidate Profile

• Graduate in Computer Science, IT, Engineering, or a related computer background.
• 2 - 4 years of experience in enterprise/production support, preferably within the FinTech, Banking, Payments or BFSI domain.
• Good understanding of L2 support processes and incident management.
• Strong analytical and troubleshooting skills.
• Effective verbal and written communication skills.
• Ability to coordinate with multiple internal teams and clients.
• Comfortable working in a production support environment with strict SLA requirements.
• Candidates with experience in payment switching, UPI, IMPS, CBDC or banking technology platforms will be preferred.