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1. Production Monitoring & Service Stability

• Monitor platform availability, performance, and key service indicators; identify anomalies and trigger investigation.
• Maintain daily operational checks for application health, integrations, and scheduled jobs (as applicable).
• Support service readiness activities such as runbooks, monitoring thresholds, and alert triage.

2. Incident Management & Troubleshooting (L2)

• Provide Level-2 troubleshooting for customer-impacting incidents and complex issues escalated from Operations/Customer Service.
• Collect evidence (logs, screenshots, timestamps, request IDs) and perform structured root cause analysis with vendors/technical stakeholders.
• Coordinate incident communications and updates with internal stakeholders until closure, ensuring clear documentation.

3. Problem Management & Defect Resolution

• Track recurring issues and collaborate with vendors to prioritize defect fixes and prevent recurrence.
• Maintain problem records, root cause summaries, and corrective/preventive action tracking.
• Contribute to continuous improvement by proposing operational or configuration enhancements.

4. Release Support & Change Governance

• Support release readiness checks, deployment coordination, and post-release monitoring/validation.
• Ensure changes follow approved processes (change request, rollback plans, evidence capture, approvals).
• Maintain release notes and update operational documentation after changes.

5. Support Operations & Knowledge Management

• Maintain a knowledge base of known issues, FAQs, workarounds, and escalation paths for internal teams.
• Support ticketing discipline: accurate categorization, prioritization, SLAs, and closure documentation.
• Train or brief frontline teams on common platform issues and basic troubleshooting steps.

6. Vendor Coordination & Service Management Support

• Coordinate vendor support tickets and follow-up to ensure timely resolution aligned with service expectations.
• Support SLA tracking and operational reporting as assigned by the Platform Operations Lead.
• Support documentation and knowledge transfer to strengthen internal operational capability over time.

Education & Qualification:

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field.

Experience (Essential)

• 3+ years of experience in application support, production support, or technology operations.
• Hands-on troubleshooting capability for web/mobile applications, APIs, and integration issues.
• Familiarity with incident and problem management processes and working with ticketing tools.
• Strong documentation discipline and ability to capture evidence for investigations and post-incident reviews.

Experience (Highly Preferred)

• Experience supporting fintech, payments, digital services, or high-availability customer platforms.
• Exposure to monitoring/logging tools and basic SQL/data analysis for investigation.
• Experience working with outsourced development/vendor teams and coordinating production fixes.

Skills & Competencies

• Structured problem-solving and ability to work calmly under pressure.
• Strong communication skills to translate technical issues into clear updates for non-technical stakeholders.
• Strong ownership mindset and follow-through to drive issues to closure.
• High attention to detail and disciplined approach to process and evidence.

WORKING CONDITIONS

• May require after-hours availability for critical incidents, scheduled maintenance windows, or major releases (as needed).
• Requires confidentiality due to access to sensitive system and operational information.