Application Support Specialist

Job Title: Application Support Manager

Location: Kolkata

Exp: 8-10

About RS Software

RS Software builds global, national and enterprise payment platforms, and has presence in four continents. The product suite combines with knowledge systems built over 30 years, delivering mission-critical payment solutions that combine innovation and entrepreneurship to create the new gold standard for digital payments. With approximately 40% of the global digital payment volumes in 2021 processed on platforms built by RS Software, the vision is to deliver Payments at the Speed of Thought.

RS Software is focused on the global payments modernization market, providing large-scale, high-performance payment systems, serving central Infrastructures, financial institutions, payment network providers, payment processors and software companies providing products to the payment industry. The company's product suite offers ISO 20022 ready, open payments architecture using a cloud-based microservices framework - optimizing costs, seamless integrations with commoditized products, and accelerates the pace of adoption.

The company’s solutions today are installed in 12 of the top 20 banks in India, and the four major platforms built by RS Software cumulatively process annually 350+ billion transactions world-wide, giving the company a rare track record in the payments domain. RS Software’s product suite is getting recognized in some important markets, which is creating strategic partnerships, the foundation for the company’s long-term growth.

RS Software has bult India’s digital payment infrastructure, the three major payment platforms, which are transforming the lives of a billion+ people.

• Instant digital payment platform (UPI)
• Bill payment platform - Bharat Bill Payment System (BBPS)
• Enterprise Fraud and Risk Management (EFRM)

Why RS Software?

RS provides a unique experience of engaging in some world class product development and prestigious large scale payment platforms that caters to billions of people

We provide opportunity to learn and develop high throughput transaction processing systems

RS Software is one of the few technology and payment solutions providers where talented individuals have the opportunity to work on cutting-edge, complex, and mission-critical IT projects. We offer ample career opportunities to hardworking and skilled employees.

Our Talent Management Program is specifically designed to identify the interests of each employee and match them with suitable career paths within their desired domains, allowing them to make the best possible use of their skillsets in reaching their goals.

We invest in the knowledge and skill development of our employees with RS School of Payments – the industry’s most comprehensive training platform. There are three main areas of focus that the Academy and School address: current technology skills, professional development and payments domain knowledge.

Our customized training program, well-defined career mapping process and comprehensive appraisal system is designed to help every employee achieve their goals.

To address the challenges of relocation, we offer employees coming from other regions reimbursement for expenses associated with their moves as well as complimentary interim facilities, such as guesthouse accommodations, to ease the transition. We also assist employees with finding suitable housing.

Position Overview:

The Application Support Manager is responsible for managing the support, maintenance, and enhancement of enterprise applications to ensure optimal performance and user satisfaction. This role involves leading a team of application support specialists, collaborating with various stakeholders, and implementing best practices to address technical issues and improve system functionality.

Key Responsibilities:

• Team Leadership: Supervise and mentor a team of application support professionals, providing guidance, training, and performance evaluations.
• Application Maintenance: Oversee the day-to-day support and maintenance of enterprise applications, ensuring they operate efficiently and meet user needs.
• Issue Resolution: Act as the escalation point for complex application issues, managing and resolving incidents, and ensuring timely resolution of critical problems.
• Collaboration: Work closely with IT teams, developers, and business users to understand application requirements, provide feedback, and coordinate on application enhancements and updates.
• Performance Monitoring and Preventive Maintenance: Implement and manage monitoring tools to track application performance, identify issues, and proactively address potential problems before they impact users.
• Documentation: Maintain comprehensive documentation for application configurations, support procedures, and troubleshooting steps to ensure consistency and knowledge transfer.
• Process Improvement: Develop and enforce best practices for application support processes, including incident management, problem resolution, and change management.
• Vendor Management: Manage relationships with third-party vendors and service providers to ensure service level agreements (SLAs) are met and any issues are promptly addressed.
• User Support: Ensure high levels of user satisfaction by addressing and resolving user-reported issues and providing guidance on application usage.
• Reporting: Generate and analyze reports on application performance, support metrics, and incident trends to inform management decisions and drive continuous improvement.
• Round the Clock Support: Manage support specialists in shifts asper roster and ensure overlap and handover of knowledge and progress so that critical incidents get required focus and timely closure.

Qualifications:

• Education: Bachelor’s degree in computer science, information technology, or a related field. Advanced degrees or certifications (e.g., ITIL) are a plus.
• Experience: 8+ years of experience in application support or a related field, with at least 2 years in a managerial or leadership role.
• Technical Skills: Strong understanding of application support processes, troubleshooting methodologies, and familiarity with various software applications and technologies like Java 17, Microservices, Spring Boot, Spring Integrator, Junit, SQL, DevOps, and Postgres.
• Leadership Skills: Proven ability to lead and develop a team, manage priorities, and drive results in a fast-paced environment.
• Communication Skills: Excellent verbal and written communication skills, with the ability to interact effectively with technical and non-technical stakeholders.
• Analytical Skills: Strong problem-solving abilities, with a keen eye for detail and the capacity to analyze complex issues and develop effective solutions.
• Project Management: Experience with project management principles and practices, including the ability to manage multiple tasks and projects simultaneously.

Working Conditions:

• Work Environment: Primarily office-based with occasional remote work flexibility.
• Hours: Full-time position with potential for on-call support or extended hours during critical incidents.