Application Support Engineer

Role & responsibilities

Job Description

Position Title: Senior Specialist Java
Location: Mumbai, India
Department: Application Support – Banking Payments & Channels
Employment Type: Full-Time

Position Overview

We are seeking a highly skilled Senior Specialist – Java to provide advanced technical support for banking payments and channel applications. The role involves deep technical troubleshooting, performance optimization, incident resolution, and mentoring of L1 staff. The ideal candidate will have strong expertise in Java-based applications along with solid knowledge of banking payment processes such as NEFT, RTGS, IMPS, SWIFT, and UPI and/or banking channel applications such as Internet Banking, Mobile Banking, ATM, POS etc.

This position requires a mix of hands-on technical capability, problem-solving skills, and coordination abilities to ensure the stability, availability, and performance of mission-critical applications in a regulated banking environment.

Key Responsibilities

Application & Incident Management

• Serve as the escalation point for L1 support teams, providing guidance and resolution for complex issues.
• Perform transaction log analysis to identify root causes for payment transaction declines.
• Conduct diagnostics and root cause analysis for incidents and problems.
• Execute fixes and configuration changes; test resolutions before deployment.
• Support year-end, quarter-end, and month-end business processing activities.

Performance, Monitoring & Optimization

• Monitor application performance, availability, and reliability during business hours and extended windows as needed.
• Perform performance tuning to minimize downtime and optimize processing speed.
• Deploy patches to testing and production environments.
• Maintain periodic reporting and configure proactive alerts.

Knowledge Management & Documentation

• Prepare and maintain SOPs and Runbooks for payment and channel application support.
• Contribute to and promote the usage of the knowledge base.
• Maintain documentation for L1 and L2 activities, ensuring knowledge transfer and continuity.

Audit, Compliance & Security

• Manage user access reviews and password changes (monthly and periodic admin account updates).
• Coordinate with infrastructure and DBA teams for issue resolution, log sharing, and RCA.
• Support audit activities by gathering required evidence, logs, and artifacts.
• Participate in VAPT mitigation activities and DR drills.
• Manage SSL certificate renewals, including imports and configuration.

Reporting & Governance

• Prepare and submit daily/weekly/monthly status and performance reports.
• Communicate updates and notifications to users and stakeholders during incidents or planned changes.
• Highlight discrepancies and improvement areas to management.

Innovation & Continuous Improvement

• Recommend and implement automation for repetitive service requests.
• Analyze recurring incidents/service requests and work on problem management closure.

Primary Skills

• Strong expertise in Java development and troubleshooting for enterprise-scale applications.
• In-depth understanding of banking payment processes (NEFT, RTGS, IMPS, SWIFT, UPI).

Secondary Skills

• Operating systems: Linux/Unix, Windows Server.
• Advanced SQL query writing and database troubleshooting.
• Middleware technologies: WebLogic, WebSphere, JBoss, MQ, Kafka.
• Scripting languages: Shell, Python, or PowerShell.
• CI/CD tools: Jenkins, Git, Bitbucket.
• API debugging and performance troubleshooting.
• ITSM tools: ServiceNow, Remedy, JIRA Service Desk.
• Application log analysis and service request/incident management processes.

Qualifications & Experience

• Bachelor's degree in Computer Science, Information Technology, or related field.
• 3–6 years of experience in Java-based application support in the banking domain.
• Hands-on experience in payment and channel applications in a production environment.
• ITIL certification (preferred).

Key Attributes

• Strong analytical and debugging skills.
• Ability to lead technical resolution efforts under pressure.
• Effective communication skills for stakeholder management.
• Proactive and innovative mindset to identify improvements.

Preferred candidate profile