Lead Application Support

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Key Responsibilities

• Lead L1/L2 support operations for FASTag / NETC / NHAI payment systems in a 24x7 environment
• Monitor application servers, database servers (Windows/Linux), batch jobs, and interfaces
• Handle incident management, problem management, and root cause analysis (RCA).
• Ensure timely resolution of system issues, escalations, and SLA adherence.
• Support integrations with NPCI, banks, issuers, acquirers, and toll plaza systems.
• Coordinate deployment support, patching, and release activities.

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Team & Process Management

• Lead and mentor a team of support engineers.
• Manage shift rosters, leave planning, and workload distribution.
• Ensure compliance with ITIL processes, SOPs, and audit requirements.
• Prepare MIS reports, dashboards, and operational metrics for stakeholders.

Stakeholder & Compliance

• Act as a single point of contact for clients, internal product teams, and vendors.
• Ensure adherence to NPCI / regulatory / security guidelines.
• Participate in audits, DR drills, and business continuity planning.

Required Skills & Qualifications Technical Skills

• Good hands-on experience in FASTag / NETC / NPCI / Payment Systems.
• Experience in L1/L2 production support for transaction-heavy systems.
• Hands on experience in database (MS SQL Server/ Oracle) writing SQL queries.
• Experience in web server (IIS), Security Certificates Installation.
• Knowledge of application monitoring tools, logs, and servers.
• Understanding of payment flows, settlement, reconciliation, and dispute handling.

***Desired knowledge of writing and understanding Stored Procedures

Leadership & Soft Skills

• Proven experience as a Lead / Senior Support Engineer.
• Strong stakeholder communication and escalation management.
• Ability to work under pressure in a 24x7 support environment.

Education

• Bachelor’s degree in Engineering, Computer Science, or equivalent.

Added Advantage

• Experience working with banks, toll operators, or fintech/payment companies.
• ITIL certification.
• Exposure to incident, problem, and change management frameworks.

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