Production and Support Engineer

Role Overview

We are looking for an experienced Production Support Engineer with strong expertise in Payment's applications support. The candidate will be responsible for monitoring, troubleshooting, incident management, problem resolution, and ensuring high availability of critical payment systems.

Key Responsibilities

• Provide L2/L3 production support for payment applications and services.
• Monitor application health, transaction flows, and system performance.
• Investigate and resolve production incidents within defined SLAs.
• Perform root cause analysis (RCA) and implement preventive measures.
• Coordinate with development, infrastructure, and business teams for issue resolution.
• Support payment processing, transaction monitoring, settlements, and reconciliation activities.
• Handle incident, problem, and change management processes.
• Participate in release deployments and post-production validation.
• Create and maintain operational documents, runbooks, and support procedures.
• Provide on-call and weekend support as required.

Required Skills

• Strong experience in Production Support for Banking/Financial Services applications.
• Good understanding of Payments domain (SWIFT, ACH, RTGS, NEFT, SEPA, ISO 20022, Wire Transfers, Card Payments).
• Hands-on experience with SQL and database troubleshooting (Oracle/SQL Server/PostgreSQL).
• Experience with Unix/Linux commands and shell scripting.
• Knowledge of incident management tools such as ServiceNow, Jira, or Remedy.
• Familiarity with application monitoring tools like Splunk, Dynatrace, AppDynamics, ELK, or Geneos.
• Understanding of batch processing and job scheduling tools.
• Strong troubleshooting, analytical, and communication skills.

Preferred Skills

• Experience in investment banking or retail banking environments.
• Knowledge of cloud platforms (AWS, Azure, or GCP).
• Exposure to ITIL processes and support frameworks.
• Automation scripting using Python/Shell scripting