SQL Support Lead / Application Support (Fintech Software)

• As the Lead Production Support, you will drive incident management, technical troubleshooting, and team leadership in a 24x7, high-stakes environment, leveraging modern observability and automation tools.
• This is a unique opportunity to shape resilient operations and deliver secure, reliable services at the heart of the trust and payments ecosystem.

Key Responsibilities

• Lead day-to-day production support operations for mission-critical applications and services, ensuring maximum uptime and reliability
• Participate in rotational 24x7 shifts, including nights, weekends, public holidays, and on-call schedules to guarantee continuous operational coverage
• Manage and coordinate support activities during assigned shifts, ensuring effective workload distribution, prioritization, and comprehensive shift handovers
• Act as the highest technical escalation point for complex production issues and customer-impacting incidents, driving rapid resolution
• Lead major incident bridge calls, coordinate cross-functional teams, and ensure timely service restoration within SLA commitments
• Provide L2/L3 troubleshooting across RITC products Own end-to-end monitoring and alert management
• Conduct and lead Root Cause Analysis (RCA) activities for major and recurring incidents, ensuring implementation of corrective and preventive actions
• Monitor and validate scheduled jobs, batch processes APIs, and third-party integrations to ensure uninterrupted business operations Manage incidents, problem records, service requests, and change activities through Jira Service Management or ServiceNow
• Collaborate with Different teams to resolve issues and drive permanent fixes Support production releases, deployments, post-release validations, and production readiness reviews
• Develop, review, and maintain SOPs, knowledge articles, and operational documentation Mentor, coach, and provide technical leadership to Production Support Engineers, fostering a culture of accountability, collaboration, and continuous learning
• Identify opportunities for automation and process optimization to improve efficiency and reduce manual interventions SLA performance, incident trends, and service health metrics to leadership
• Ensure effective stakeholder communication during incidents, outages, and planned maintenance activities

Requirements Must have

• Bachelors degree (B.E./B.Tech) or MCA in Computer Science, Information Technology, or related discipline
• Minimum of 5-8 years of experience in Production/Application Support environments
• At least 3 years of experience leading support teams, managing shift operations, or coordinating major incidents
• Proven experience working in a 24x7 shift-based production support environment Extensive experience supporting high-availability, transaction-intensive, customer-facing applications
• Strong stakeholder management and communication skills Excellent analytical, troubleshooting, and decision-making abilities
• Ability and willingness to work rotational 24x7 shifts and on-call schedules
• Good to have
• Experience in FinTech, payments, banking, or financial services environments is a plus AWS or any other cloud platform, PostgreSQL, or observability platforms preferred

Skills Must have:

• Production/Application Support (L3), Team Leadership and Shift Management, Incident Management, Root Cause Analysis (RCA), SQL, PostgreSQL Jira Service Management or ServiceNow

Good to have:

• AWS, Kubernetes, Confluence, NoSQL Databases ,Performance Analysis and Tuning, Python/Shell Scripting, Monitoring tools like new relic, 24x7,
• Bonus: Site Reliability Engineering (SRE) practices, Operational reporting and KPI management

Benefits

• Opportunity to lead support operations for mission-critical financial platforms
• Exposure to modern observability, monitoring, and incident management technologies Collaborative, fast-paced, and growth-oriented work environment
• Clear career progression into Operations Management
• Work with an organization committed to trust, transparency, security, and regulatory compliance.