We are seeking an experienced Application Support Tech Lead Analyst to lead production support for critical applications within our global ecosystem. This role will own incident management, system stability, stakeholder engagement, and vendor coordination, ensuring high availability and resilience of business-critical platforms.

The ideal candidate will bring strong technical depth, leadership capability, and operational discipline to drive proactive support, automation, and continuous improvement.

Key Responsibilities

1. Production Support Leadership

• Lead L2/L3 support for critical applications (e.g., file transfer systems, payment processing, middleware)
• Act as incident commander for P1/P2 incidents, ensuring timely resolution and communication
• Drive root cause analysis (RCA) and preventive actions
• Ensure adherence to SLA/OLA commitments

2. Incident & Problem Management

• Manage end-to-end incident lifecycle (detection → resolution → closure)
• Chair/participate in incident reviews & problem management forums
• Identify patterns and drive permanent fixes for recurring issues
• Maintain strong documentation for known errors and runbooks

3. Vendor & Stakeholder Management

• Act as primary interface with external vendors
• Drive accountability for vendor issues and escalations
• Collaborate with business, operations, and technology teams globally
• Provide regular status updates and executive-level summaries

4. Monitoring & Stability Improvements

• Define and implement proactive monitoring and alerting controls
• Drive automation and predictive support capabilities
• Perform trend analysis to improve system reliability
• Ensure environment health checks and capacity planning

5. Change & Release Support

• Support production releases and change management processes
• Perform risk assessments and post-release validations
• Ensure minimal disruption during deployments

6. Governance & Reporting

• Produce MIS reports, dashboards, and incident analytics
• Track KPIs (availability, MTTR, incident trends)
• Support audit, compliance, and risk requirements

Required Skills & Experience

Experience: 8–12 Years
Function: Production Support / Application Support

Technical Skills

• Strong experience in Application / Production Support environments
• Knowledge of:
  • File transfer platforms (SFTP, middleware, batch processing)
  • Unix/Linux, Windows environments
  • SQL / database troubleshooting
  • Scheduling tools (Autosys, Control-M, etc.)
• Familiarity with monitoring tools (Splunk, AppDynamics, etc.)
• Understanding of ITIL framework (Incident, Problem, Change Management)

Leadership & Functional Skills

• Proven ability to lead support teams and handle critical incidents
• Strong analytical and troubleshooting skills
• Excellent communication and stakeholder management
• Experience working with global teams and external vendors

Education:

• Bachelor’s/University degree, Master’s degree preferred
• Experience in Banking / Financial Services / Payments domain
• Exposure to high-availability and real-time processing system
• Understanding of vendor governance and escalation frameworks
• ITIL certification (preferred)

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Job Family Group:

Technology

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Job Family:

Applications Support

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Time Type:

Full time

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Most Relevant Skills

Please see the requirements listed above.

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Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

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