Experience

4 to 5 Years of relevant experience in Production Support / Application Support within Fintech or Banking Systems

Location & Shift

• Shift-based role (24x7 support model)
• Mandatory night shift (IST) readiness for the next one year
• Willingness to work in rotational shifts as per business requirements

Target Onboarding Date

Resource required by: 17th March 2025

Role Overview

The L1/L2 Support Analyst – MTS will be responsible for providing production and operational support for the Money Transfer System (MTS), a critical fintech product handling SWIFT payments, FED payments, and CHIPS payments.

This role is purely a support and operations role with no involvement in application code changes or development. The focus is on issue triage, investigation, simulation, configuration management, and resolution in collaboration with upstream/downstream systems and stakeholders.

Key Responsibilities

Production Support (L1 & L2)

• Provide first-line and second-line support for MTS-related incidents and service requests.
• Monitor application health, batch jobs, message flows, and payment processing queues.
• Perform initial triage, impact analysis, and prioritization of incidents.
• Ensure adherence to SLA, OLA, and regulatory timelines for payment processing.

Payment Systems Support

• Support and troubleshoot issues related to:
• SWIFT payments
• FED payments
• CHIPS payments
• Understand end-to-end payment flows, acknowledgements, rejects, and settlement statuses.
• Analyze message formats, payment failures, and exception scenarios.

Issue Simulation & Analysis

• Simulate production issues in test or lower environments to identify root cause.
• Perform configuration changes (where applicable and approved) to replicate real-world scenarios.
• Validate fixes or workarounds through controlled simulations before production implementation.
• Provide clear findings and recommendations to stakeholders and SMEs.

System & OS-Level Support

• Work extensively on Linux and AIX operating systems.
• Perform log analysis, process checks, file system monitoring, and system-level troubleshooting.
• Execute and maintain shell scripts for monitoring, automation, and operational activities.
• Identify and resolve issues related to system resources, permissions, and process failures.

Database Support

• Work with Oracle Database for:
• Data validation
• Transaction verification
• Issue investigation
• Write and execute complex SQL queries for analysis, reconciliation, and reporting.
• Support data-level troubleshooting without performing schema or code changes.

Configuration Management

• Perform approved application and environment configuration changes required for:
• Issue simulation
• Functional validation
• Operational fixes
• Ensure configurations are documented and compliant with change management processes.

Collaboration & Communication

• Work closely with:
• Product SMEs
• Infrastructure teams
• Database teams
• Client stakeholders
• Provide clear, concise updates during incidents, bridge calls, and shift handovers.
• Participate in incident reviews, root cause analysis discussions, and operational calls.

Technical Skills – Mandatory

Operating Systems & Scripting

• Strong hands-on experience with Linux and AIX
• Good proficiency in Shell Scripting (Bash / KornShell)
• Comfortable with command-line tools and utilities

Database

• Strong working knowledge of Oracle Database
• Excellent skills in writing and optimizing SQL queries
• Experience in data validation and transaction-level analysis

Payments Domain

• Hands-on exposure to financial transaction systems
• Knowledge of SWIFT, FED, and CHIPS payment processing is highly desirable
• Understanding of payment lifecycle, message acknowledgements, and exception handling

Non-Technical Skills

• Strong analytical and problem-solving skills
• Ability to work independently during night shifts
• High sense of ownership and accountability
• Excellent verbal and written communication skills
• Ability to work under pressure in a production environment