LMS Support - Technical Support

Incident & Service Operations

• Own support ticket queue: triage, reproduce, diagnose, resolve or escalate per SLA.
• Perform impact analysis; propose and validate workarounds; coordinate L3/vendor fixes.
• Maintain high-quality ticket notes, incident timelines, RCA summaries, and knowledge articles.

Functional Support (LAP & Home Loans)

• Support endtoend LOS stages: lead intake, application creation, document collection/KYC, bureau pulls, PD/TV, underwriting, policy checks, pricing, workflow routing, approval, sanction, documentation, disbursal .
• Support LMS stages: repayment schedule setup, EMI/cycle changes, rate revisions, repricing, part prepayment, foreclosure, delinquency & collections, charges and reversals, statement generation.
• Validate business rules/config (loan products, eligibility, scoring, deviation matrices, fees & charges, GL mapping).
• Partner with credit, operations, sales, collections to resolve process blockers and improve UX throughput (TAT).

Technical Troubleshooting

• Analyse application logs, exceptions, SQL traces; query databases to verify data integrity, workflow states, and configuration.
• Troubleshoot integrations: bureau APIs, KYC/Aadhaar/CKYC, LOSLMS, core banking, disbursement gateways, payment gateways, DMS, CRM, email/SMS, reporting.
• Support batch jobs, schedulers, and EOD/EOM processes impacting repayment, accruals, and collections.

Change, Release & Environment Management

• Participate in UAT/SIT: prepare test scenarios, execute cases, log defects, signoff.
• Contribute to RCA for major incidents; track preventive actions to closure.

Documentation & Training

• Create/maintain KBs, SOPs, runbooks, troubleshooting guides, data dictionaries, and API interface docs.
• Create Business Requirement Documents
• Conduct refresher trainings for L1 desks and business users (new features, process changes).

MustHave Qualifications & Skills

• 4+ years in LOS/LMS support with FinnOne Neo (or FinnOne) exposure.
• Strong understanding of LAP and Home Loan lifecycle: policy, underwriting, documentation, legal/technical valuation, sanction & disbursal; repayment & servicing in LMS.
• SQL proficiency (SELECT/UPDATE with care, joins, aggregations); ability to validate tables and reconcile data.
• Familiarity with logs (app server logs), exception stacks, and trace-based debugging.
• Experience with ticketing tools (ServiceNow/Jira/Zoho), RCA writing, and SLA management.
• Understanding of collections workflows, delinquency buckets, bounce/charge processes, and regulatory compliance (KYC, CERSAI, etc. as applicable).