IT Production Support - LMS/LOS

Incident Management & User Support

• Act as the first point of contact for business users for LOS/LMS production issues.
• Understand and analyze issues reported by users across Sales, Credit, Operations, Collections, Customer Service, and other lending functions.
• Perform initial troubleshooting and identify system, process, data, or integration-related issues.
• Assess business impact and prioritize incidents based on severity and urgency.

Vendor Coordination

• Prepare clear and detailed problem statements along with supporting evidence such as logs, screenshots, transaction details, and impact analysis.
• Coordinate with LOS/LMS vendors and technology partners for issue resolution.
• Follow up proactively with vendors to ensure timely closure of incidents.
• Validate fixes provided by vendors before deployment to production.

Problem Management & Permanent Fixes

• Track recurring incidents and work with vendors and internal teams to identify permanent corrective actions.
• Ensure that issues are not repeatedly occurring by driving long-term resolutions.
• Maintain a repository of known issues, solutions, and workarounds.

Root Cause Analysis (RCA)

• Obtain detailed Root Cause Analysis (RCA) reports from vendors for all major incidents.
• Review RCA reports for completeness and accuracy.
• Track preventive and corrective actions arising from RCA findings.
• Present incident summaries and RCA updates to stakeholders when required.

Ticket Management & Documentation

• Raise, update, monitor, and close tickets in the organization's ticketing system.
• Maintain accurate records of issue details, troubleshooting steps, vendor communications, and resolutions.
• Ensure tickets comply with SLA commitments and audit requirements.
• Publish regular incident and support status reports.

Service Monitoring & Governance

• Monitor application health and critical business processes.
• Escalate critical production issues to the appropriate stakeholders.
• Participate in release validation and post-deployment monitoring activities.
• Support business continuity and operational stability initiatives.

Required Qualifications

• Bachelor's Degree in Engineering, Computer Science, Information Technology, or a related field.
• Minimum 3 years of experience in:
• Production Support, OR
• Application Testing/UAT Support
• Experience in Lending platforms such as:
• Loan Origination Systems (LOS)
• Loan Management Systems (LMS)
• Lending Product Process Management