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Senior Application Support Engineer

2 weeks ago

Mumbai, Maharashtra, India PointAbout Inc. Full time US$ 90,000 - US$ 1,20,000 per year

At 3Pillar, we focus on providing exceptional support for cutting-edge technologies that revolutionize industries. As a Senior Application Support Engineer, you'll play a crucial role in our dynamic team, contributing to critical projects that redefine urban living, establish new media channels for enterprise companies, or drive innovation in healthcare. This opportunity goes beyond providing technical support – it's about creating epic solutions that leave a lasting impression in the market. If your passion for problem-solving and technical expertise fuels your drive to make a real-world impact, consider this your pass to the captivating world of Application Support

Responsibilities

  • Execute / Run L1 support for credit card applications including authorization, settlement, rewards, billing, and dispute modules.
  • Lead incident management and root cause analysis for critical issues (Auth/Batch) impacting card transaction flows.
  • Monitor batch processing, settlement jobs, and ensure timely completion of End of Day processes including Health checkups.
  • Work with vendors (e.g., Product Vendor, Visa, etc) to resolve integration and platform issues.
  • Maintain SLAs for L1 Tickets and manage escalation paths for high-priority incidents.
  • Drive monitoring, alerting, and observability improvements using tools like Splunk, AppDynamics, Grafana, or similar.
  • Coordinate system upgrades, hotfixes, and deployment of patches across environments.
  • Maintain knowledge base, runbooks, and documentation for recurring issues and operational procedures.
  • Work closely with the internal incident team, third party development team, QA, infrastructure, to ensure seamless releases, change management and resolution of production issues.
  • Train and mentor support analysts and ensure knowledge transfer within the team.

Minimum Qualification

  • Bachelor's degree in Computer Science, Information Technology, or a related field.
  • Certification in ITIL v3/v4 preferred.
  • Strong problem-solving and analytical skills, with a proven track record of handling complex technical issues.
  • Excellent communication and interpersonal skills, with experience in supporting enterprise applications and an understanding of application development processes.

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