Application Support Lead

Hi Candidates ,

Urgently hiring for Application Support Lead

Job Title: -Application Support Lead

Experience: 8+ Years

Location: Bangalore

Role Purpose

Own the day-to-day health of the production support function for a high-volume card payments platform. The Lead is accountable for service quality end to end incident outcomes, problem closure, shift coverage and the capability of the L2/L3 engineers and is the senior support voice in major incidents, change reviews and client-facing escalations.

Responsibilities

• Own overall service quality for application support: SLA performance, P1 restoration targets, backlog health and escalation discipline across the L2 and L3 tiers
• Act as incident commander for P1 and major incidents coordinate responders, control communications to clients and internal stakeholders, and decide when to escalate, invoke DR, or hold for a controlled fix
• Own problem management: ensure RCAs are produced to a standard auditors and clients can read, and drive preventative actions to closure rather than repeat firefighting
• Own the 247365 roster shift design, handover quality, on-call fairness and coverage across UK/India/APAC time zones
• Line-manage and develop L2/L3 engineers: objectives, one-to-ones, performance reviews, coaching, and a clear skills path from L2 to L3 to SME
• Run recruitment and onboarding for the team; build ramp plans that get new joiners productive on the payments domain quickly
• Represent support at CAB and release governance assess change risk, approve pre-approved vs. exception routes, and sign off post-deployment validation
• Own the monitoring and alerting strategy: reduce noise, close detection gaps, and set thresholds so issues are caught before clients report them
• Own the knowledge estate runbooks, KEDB, SOPs and knowledge articles and enforce the standard that no process sits with one person

Technical Skills

• Deep incident and problem management practice in a 247 regulated production environment; ITIL-aligned incident, problem, change and major incident handling
• Hands-on credibility across the L3 stack — able to review and challenge diagnostics rather than only receive them
• SQL (MySQL, PostgreSQL, SQL Server) — review and approve scripts and stored procedures destined for production
• PowerShell and scripting for automation; .NET log and code-level familiarity sufficient to direct an investigation
• Observability tooling — Coralogix, CloudWatch, Grafana, PagerDuty — including alert design, dashboard ownership and noise reduction
• AWS (ECS, EKS, RDS, API Gateway) and an understanding of environment topology, load-balanced services and failover behaviour
• Payments domain — card issuing and processing lifecycle, Visa/Mastercard message flows, ISO 8583 / ISO 20022, clearing and settlement, chargebacks and disputes, tokenisation (VTS, MDES)
• File and data pipelines — XML/CSV reporting, SFTP transfers, schema and encoding failure modes
• PCI DSS controls and FCA operational resilience — able to own the support function’s obligations, not just work within them
• Jira Service Management and Confluence — service design, queue and workflow configuration, reporting
• SRE practice — SLI/SLO definition, error budget policy, toil measurement, blameless postmortems, production readiness reviews
• Automation tooling — infrastructure-as-code (Terraform or CloudFormation), CI/CD pipelines, and scripted remediation
• Capacity, performance and resilience testing, including DR failover and backup restore validation

Good to Have: Kubernetes and container platform operations at scale

• Distributed tracing (OpenTelemetry)

• Chaos engineering / game day facilitation

• AI-assisted troubleshooting tooling in a controlled environment

• Vendor and third-party management

• Scheme compliance exposure (QMR/GOC, interchange mandates

• Payments/fintech background