Job Overview

We are a vendor organization providing L1 and L2 application support for CMM (Cards & Merchants Management), a fintech product from ACI Worldwide. This is a pure support role with no involvement in code development or code changes. The role requires strong analytical capability, hands-on production support experience, and comfort working in a shift-based, high-availability environment.

The ideal candidate will have strong expertise in Oracle SQL, Unix/Linux user-level operations, and incident/problem handling within a structured support framework.

Key Responsibilities

Application Support (L1 & L2)

• Provide Level 1 and Level 2 support for the CMM fintech application in a production environment.
• Perform incident triage, analysis, and resolution within defined SLAs.
• Handle production issues, service requests, and alerts during regular and night shifts.
• Perform initial root cause analysis (RCA) and provide detailed findings for unresolved or escalated issues.
• Work closely with upstream/downstream systems and stakeholders to ensure service continuity.
• Payment Card Industry - Issuer and Merchant Solutions knowledge is mandatory.

Database & Data Analysis

• Use Oracle SQL extensively for:
• Writing complex queries, joins, subqueries, and analytical SQL
• Data validation, issue investigation, and reconciliation
• Supporting incident diagnosis and customer queries
• Analyze data anomalies and provide insights to support issue resolution.

Unix / Linux Operations

• Work in Unix/Linux user-level environments for application monitoring and troubleshooting.
• Use Unix commands for:
• Log analysis
• File operations
• Process monitoring
• Possess basic shell scripting knowledge to assist in automation, monitoring, or support activities.

Shift & Operational Excellence

• Work in rotational shifts, including night shifts, as part of 24×7 support operations.
• Participate in shift handovers, ensuring clear documentation and continuity.
• Adhere to operational processes, escalation matrices, and support playbooks.
• Maintain accurate documentation for incidents, workarounds, and known errors.

Process & Governance

• Follow ITIL-based support processes (Incident, Problem, Change, and Service Request Management).
• Ensure compliance with customer-defined operational and security guidelines.
• Participate in service reviews, audits, and continuous improvement initiatives.

Mandatory Skills & Qualifications

Technical Skills

• Oracle SQL (Strong):
• Ability to write complex SQL queries independently
• Hands-on experience with production data analysis
• Unix/Linux (User Level):
• Strong command-line knowledge
• Experience in log analysis and system-level troubleshooting
• Shell Scripting:
• Basic knowledge (reading/modifying scripts, simple automation)

Support Experience

• Minimum 5 years of experience in L1/L2 application support, preferably in fintech or banking systems
• Experience working in production support environments
• Exposure to 24×7 shift operations, including night shifts

Good to Have

• ITIL V3 Foundation certification or knowledge
• Prior experience supporting cards, payments, or merchant management systems
• Exposure to ACI products or similar fintech platforms (added advantage)

Behavioral & Professional Competencies

• Strong analytical and problem-solving skills
• High sense of ownership and accountability
• Ability to work under pressure in a live production environment
• Clear communication skills (verbal and written)
• Willingness and flexibility to work in rotational and night shifts
• Team-oriented with a service mindset

Important Notes

• This role does not involve application development or code changes
• Shift operations and night shifts are mandatory
• Work location is Chennai, with a hybrid work model