Technical Support Analyst – BASE24-eps Production Support

Job Summary

We are seeking an experienced Technical Support Analyst with 4–5 years of hands-on experience in post-production support and maintenance for complex financial transaction systems, specifically BASE24-eps. The role involves providing Level 1 and Level 2 technical support, debugging issues, coordinating with cross-functional teams, and ensuring high availability and reliability of production systems in a 24x7 environment.

Key Responsibilities

• Provide post-production and maintenance support for mission-critical applications.
• Deliver Level 1 and Level 2 technical support for complex production applications.
• Debug and resolve issues; supply detailed data (logs, configurations, traces) to development teams for defect resolution.
• Coordinate with Application Development, Project Management, and Product Management teams.
• Analyze and simulate bugs reported by customers.
• Assess severity and impact levels of application and customer problems.
• Provide workaround solutions for priority cases.
• Offer informal internal training and mentoring to peers when required.
• Participate in customer-facing interactions, conference calls, and handle escalations professionally.

Technical Expertise

• Production Support & Maintenance experience in BASE24-eps on HP NonStop (Tandem), IBM Unix/AIX, and RHEL platforms.
• Strong exposure to HP NonStop technology and Unix/AIX environments.
• In-depth knowledge of BASE24-eps systems, including:
• UI desktop usage and configuration (BINs, cards, message profiles, institutions).
• BASE24-eps configurations, routing, and object-oriented methodology.
• Auditing tools (Audit, traces, UI logs) and utilities.
• XPNET product connectivity and configuration.
• Good understanding of Java and C++ concepts for code review and troubleshooting.
• Knowledge of TDEs, Tokens, and application/environment management.
• BASE24-eps installation and fix installation methodologies.
• Configuration and integration of TSS with various HSMs within BASE24-eps systems.
• Strong experience with Switch Vendor specifications (Visa, Mastercard MDS/BNET, Amex, JCB, CUP).
• Strong experience with ATM/POS vendor specifications.
• BASE24-eps scripting and script review.
• Hands-on experience with DALCI utility.
• Knowledge of ICE, ICE-XS communication handler.
• Familiarity with ISO8583 messaging protocol.
• Working knowledge of ATM, POS, EMV, TSS on BASE24-eps.
• Database expertise: C-tree, Oracle, PostgreSQL.
• Additional knowledge of CDE/SDK environments is recommended.

Required Skills

• Excellent written and spoken English communication.
• Strong customer handling skills with politeness, confidence, tact, patience, and diplomacy.
• Ability to work independently and collaborate effectively.
• Self-starter, fast learner, and able to work under stringent timelines with a sense of urgency.

Work Environment & Conditions

• On-call support rotation required.
• Shift system rotation, including night shifts, as needed.
• Some night calls for interaction with global teams.
• Travel may be required (domestic or international).
• Must be ready to work in a 24x7 shift model, including night shifts from India.

Experience

• 4–5 years in production support or maintenance for complex applications.
• Hands-on experience with BASE24-eps and related technologies.