Key Responsibilities

• Monitor banking applications, APIs, transaction flows, and operational services to ensure high availability and service continuity.
• Investigate and troubleshoot production incidents, operational failures, and customer-impacting issues.
• Perform initial root cause analysis (RCA) and collaborate with engineering and infrastructure teams for permanent resolution.
• Escalate critical incidents based on defined SLAs and operational priorities.

• Work with monitoring and observability platforms to proactively detect anomalies, failures, and performance degradation.
• Analyze application logs and operational events using tools such as Kibana, Grafana, and related monitoring systems.
• Validate system health, transaction processing, scheduled jobs, and integration services.

• Troubleshoot REST/SOAP APIs and integration issues using tools such as Postman.
• Execute SQL queries to analyze operational data, investigate incidents, validate transactions, and generate business reports.
• Support issue investigation across application, database, and service layers.

• Coordinate with software engineers, DevOps, infrastructure, product, and business teams during incident resolution processes.
• Provide clear and timely communication regarding system incidents, service disruptions, and operational updates.
• Support internal stakeholders with technical investigations and operational requests.

• Maintain accurate operational documentation, troubleshooting guides, and incident records.
• Contribute to process improvements, monitoring enhancements, and operational automation initiatives.
• Participate in knowledge sharing sessions to improve team capability and operational maturity.

• Follow banking security standards and compliance requirements when handling operational systems and customer-related data.
• Ensure operational activities align with internal security and audit policies.

Requirements

• Minimum 3 years of hands-on experience in technical support, application support, or technical operations within banking, fintech, payment service providers, or digital banking environments.
• Experience supporting production systems in high-availability environments.

• Strong understanding of API troubleshooting, system integrations, and operational workflows.
• Experience working with monitoring and log analysis platforms such as Kibana, Grafana, or similar tools.
• Good knowledge of SQL and database investigation techniques.
• Familiarity with Linux environments and basic networking concepts.
• Experience with incident management and operational support processes.
• Understanding of observability, alerting, and production monitoring concepts.
• Familiarity with transaction-based systems and banking operations is highly preferred.

• Strong analytical and problem-solving skills with a structured troubleshooting approach.
• Ability to work effectively under pressure during production incidents.
• Strong written and verbal communication skills.
• Ability to prioritize multiple operational issues in a fast-paced environment.
• Team-oriented mindset with strong collaboration skills.

• Willingness to work in rotational shifts and support critical systems outside business hours.
• This role operates within a 24/7 operational environment and includes participation in on-call rotations and responding to critical production incidents.
• Ability to maintain focus and make effective decisions during high-pressure operational situations is essential.

• Agile, team-oriented work environment.
• Supplemental health insurance
• Performance-based bonuses
• Loans
• Lunch subsidies