Experience
8 - 10 yrs
Job Location
Mumbai, India
Vacancy
1
Designation
Application Support Lead
Job Type
ONSITE
Job Description
Key Responsibilities
- Lead L1/L2 support operations for FASTag / NETC / NHAI payment systems in a 24 7 environment
- Monitor application servers, database servers (Windows/Linux), batch jobs, and interfaces
- Handle incident management, problem management, and root cause analysis (RCA).
- Ensure timely resolution of system issues, escalations, and SLA adherence.
- Support integrations with NPCI, banks, issuers, acquirers, and toll plaza systems.
- Coordinate deployment support, patching, and release activities.
Team & Process Management
- Lead and mentor a team of support engineers.
- Manage shift rosters, leave planning, and workload distribution.
- Ensure compliance with ITIL processes, SOPs, and audit requirements.
- Prepare MIS reports, dashboards, and operational metrics for stakeholders.
- Act as a single point of contact for clients, internal product teams, and vendors.
- Ensure adherence to NPCI / regulatory / security guidelines.
- Participate in audits, DR drills, and business continuity planning.
- Good hands-on experience in FASTag / NETC / NPCI / Payment Systems.
- Experience in L1/L2 production support for transaction-heavy systems.
- Hands on experience in database (MS SQL Server/ Oracle) writing SQL queries.
- Experience in web server (IIS), Security Certificates Installation.
- Knowledge of application monitoring tools, logs, and servers.
- Understanding of payment flows, settlement, reconciliation, and dispute handling.
***Desired knowledge of writing and understanding Stored Procedures
Leadership & Soft Skills- Proven experience as a Lead / Senior Support Engineer.
- Strong stakeholder communication and escalation management.
- Ability to work under pressure in a 24 7 support environment.
- Bachelor s degree in Engineering, Computer Science, or equivalent.
- Experience working with banks, toll operators, or fintech/payment companies.
- ITIL certification.
- Exposure to incident, problem, and change management frameworks.
No Referrers Available
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