Production Support Engineer

Job Summary

We are seeking a Production Support Engineer - Payment Platforms with 2-4 years of relevant IT, application support, production support, or operations experience to support the day-to-day operation of the AFS Next Platform. The role is focused on ensuring the smooth execution of platform operations, transaction processing, financial activities, batch jobs, settlement processes, and business-critical services. The successful candidate will monitor platform activities, investigate operational issues, coordinate incident resolution, and work closely with business users, vendors, infrastructure teams, and database teams to maintain service availability and operational excellence. The ideal candidate should possess strong analytical, troubleshooting, and operational support skills, with the ability to quickly understand payment flows, platform processes, and production environments. General knowledge of Kubernetes, MongoDB, Kafka, APIs, and microservices is beneficial; however, the primary focus is platform operations rather than software development, database administration, or infrastructure administration.

Key Responsibilities

• Provide L2 production and operational support for the AFS Next Platform and related business services.

• Monitor daily transaction-processing activities, operational workflows, queues, exceptions, and business-critical services.

• Execute, monitor, and validate scheduled jobs, batches, settlement activities, end-of-day processes, and other financial processing activities.

• Investigate transaction failures, processing exceptions, reconciliation issues, delayed jobs, and operational incidents.

• Perform incident analysis, contribute to root cause analysis (RCA), and support problem-management activities.

• Coordinate with business teams, the product vendor, system administration, database, network, security, and other support teams to resolve production issues.

• Monitor application alerts, dashboards, logs, operational reports, and processing outcomes to identify and address issues proactively.

• Perform approved operational actions and recovery procedures in accordance with documented runbooks and access controls.

• Support application releases, maintenance activities, configuration changes, and post-implementation production validation.

• Verify platform and service readiness before critical operational, settlement, and financial processing windows.

• Handle incidents in accordance with agreed SLAs, escalation procedures, change controls, and audit requirements.

• Maintain operational documentation, runbooks, knowledge articles, incident reports, shift handovers, and troubleshooting procedures.

• Participate in rotational or on-call production support activities when required.

• Contribute to continuous improvement initiatives that enhance platform stability, operational controls, and processing efficiency

Required Skills

• 2-4 years of relevant experience in production support, application support, payment operations, operations support, or technical support.

• Strong analytical, troubleshooting, and incident-investigation skills.

• Experience supporting business-critical applications in a production environment.

• Ability to learn complex payment, financial, and operational processes quickly.

• Good understanding of transaction-based systems, batch processing, operational workflows, and system integrations.

• Experience analysing application logs, system alerts, processing reports, and operational data.

• Basic SQL knowledge and the ability to perform controlled data validation and investigation activities.

• Familiarity with REST APIs, interfaces, and message-based integrations.

• Good understanding of Linux/Unix environments and basic command-line operations.

• Ability to coordinate effectively with business users, technical teams, and external vendors.

• Strong written and verbal communication skills, with clear incident documentation and status reporting.

• Experience using incident-management and ticketing tools such as ServiceNow, Jira, or similar platforms.

Good to Have

• Experience in payments, banking, card processing, fintech, settlement, reconciliation, or financial-services

operations.

• General understanding of cloud-native platforms and microservices architecture.

• Basic awareness of Kubernetes concepts, including pods, services, deployments, jobs, and logs.

• Basic awareness of MongoDB concepts and Kafka message flows; specialist administration is not required.

• Experience with monitoring and observability tools such as Grafana, Kibana, Splunk, Dynatrace, or similar platforms.

• Exposure to release management, change management, business continuity, and disaster-recovery exercises.

• Familiarity with ITIL processes and service-management practices.

• Basic scripting knowledge using Shell, Python, or similar technologies.

Educational Qualification

Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline, or equivalent practical experience.

Core Competencies

• Strong problem-solving and analytical capability.

• High attention to detail and operational discipline.

• Ability to remain calm and work methodically during high-impact production incidents.

• Ownership and accountability for assigned operational activities and incidents.

• Effective communication and stakeholder management.

• Ability to collaborate across business, vendor, and technical support teams.

• Commitment to service quality, financial accuracy, operational controls, and continuous improvement.