L2 Production Support - Associate

L2 Support Engineer

Application Support | 3-5 Years Experience | Full-Time | No Coding Required

Role Summary

Be the frontline expert who resolves what L1 cannot. Own ticket triage, log-based diagnosis, and environment-level troubleshooting in a capital markets back-office environment - without writing code. Leverage your understanding of trade lifecycle, clearing settlement workflows, and exchange connectivity to diagnose domain-specific issues faster. Communicate clearly with broking clients and escalate to L3 only when truly needed.

Experience

3 - 5 Years

Coding

Not Required

Client Facing

Yes

Key Responsibilities

• Ticket Triage Ownership: Pick up escalated L1 tickets; classify, prioritise, and own resolution end-to-end within SLA.
• Log Analysis: Read and interpret application, server, and middleware logs to identify root causes without code changes.
• Configuration Troubleshooting: Diagnose issues caused by misconfigurations, environment variables, or deployment settings.
• Client Communication: Provide timely, jargon-free updates to end users and clients on issue status and resolution steps.
• Replication Validation: Reproduce reported issues in test/staging environments to confirm behaviour before resolving.
• Workaround Identification: Deliver interim workarounds to restore business continuity while permanent fixes are tracked.
• L3 Escalation: Prepare detailed escalation notes - logs, steps to reproduce, impact - before handing off to L3.
• Knowledge Base: Document every new issue pattern and resolution in the internal KB to reduce repeat escalations.
• Monitoring Alerts: Monitor dashboards and respond to alerts; acknowledge and act on system health notifications proactively.
• Domain Issue Resolution: Diagnose and resolve issues specific to capital markets back-office workflows - trade booking failures, margin discrepancies, settlement mismatches, position breaks, and exchange file processing errors.
• Exchange Regulatory File Support: Assist clients with NSE/BSE/MCX exchange file ingestion issues - SPAN files, bhavcopy, obligation files, and EOD batch processing failures - using functional domain knowledge to isolate root cause quickly.
• Broking Client Support: Handle support queries from broking firms, sub-brokers, and clearing members with domain-appropriate communication - understanding their back-office operations context and translating technical findings into business language.

Skills Qualifications Must-Have Good to Have

• Log reading - app logs, server logs, middleware logs

• Basic Linux - navigating directories, reading files, checking processes

• Ticket tools - Jira, ServiceNow, or equivalent ITSM

• Application configuration - config files, env variables

• Basic SQL - SELECT queries to validate data

• REST API basics - using Postman or curl to test endpoints

• SLA awareness - prioritisation of P1-P4 tickets

• Clear written communication - client-facing updates RCA notes

• Capital markets domain knowledge - trade lifecycle (order execution clearing settlement), position management, margin computation

• Exchange familiarity - NSE, BSE, MCX, NCDEX segments (Cash, FO, Currency, Commodity); understanding of exchange files (SPAN, bhavcopy, obligation, pay-in/pay-out)

• Back-office operations awareness - clearing member workflows, depository (NSDL/CDSL) transactions, fund pay-in/pay-out, and EOD batch processes

• Prior experience supporting or working within a capital markets software product or broking firm back-office

• Docker basics - checking container logs, restart commands

• Monitoring tools - Grafana, Kibana, Azure Monitor

• Cloud console familiarity - Azure / AWS / OCI basics

• Network basics - DNS, firewall rules, connectivity checks

• ITIL Foundation knowledge

• Basic shell scripting for log filtering

• Understanding of CI/CD pipelines and deployment flow

• Prior experience at a capital markets product company - TCS Financial Solutions (TCS BaNCS), Comtec Systems, Secmark Consultancy, Tech Excel, or Rupeesoft - in a support, implementation, or operations role

• Familiarity with capital markets back-office platforms such as TCS BaNCS Precision, Comtek, Rupeesoft, Tech Excel, NSEIT, or equivalent broking back-office solutions

• NISM certification - Series VII (Securities Operations Risk Management) or Series VIII (Equity Derivatives) preferred

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