Tech Ops Engineering I-SUPPORT SERVICES-CTO - In House Engineering

Role overview

Role details and support model

• The description lists Thane / Mumbai as the location and Technology Operations / Production Support as the department.
• The role reports to a Service Delivery Manager or Production Support Manager.
• Support is 24x7 production and on-call.

Experience and role level

• 3–6 years of production support experience in ATM or payment switches.
• The role is L2 production support in the ATM switch, cards, and payment-switching domain.

Production support and incidents

• Provide L2 support for ATM Switch, Card Management Systems, DCMS/CCMS, and related channel banking applications.
• Monitor application health, transaction flows, switch queues, interfaces, host connectivity, and network channels.
• Analyze issues using logs, traces, dashboards, transaction data, and database queries; resolve incidents within agreed SLAs and risk controls.
• Own P1/P2 incidents through diagnosis, workarounds, service restoration, and stakeholder updates; implement approved temporary fixes.
• Drive root cause analysis, corrective and permanent fixes, and maintain incident records and closure evidence.

Improvements, testing, and stability

• Identify improvements in transaction processing, routing, authorization, settlement, and reconciliation.
• Track defects and recurring issues with development teams and vendors through closure.
• Support solution validation, SIT/UAT, regression testing, and production-readiness checks.
• Analyze recurring incidents, decline patterns, exceptions, and trends; plan actions to improve reliability and transaction success.
• Work with technology teams and vendors on performance tuning, monitoring enhancements, and reliability improvements.
• Contribute knowledge articles, troubleshooting guides, runbooks, and SOPs.

Release and operational resilience

• Support deployments, patching, platform upgrades, switch configuration changes, and releases.
• Perform impact analysis, implementation checks, rollback planning, sanity testing, and post-deployment validation in line with change governance.
• Participate in BCP/DR drills, regulatory exercises, and failover/failback activities.
• Validate readiness across primary and DR application, database, interface, host, and network dependencies.
• Document DR observations, gaps, action items, and closure evidence.

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