Application Support Analyst SAS FRMS

Lancesoft; Navi Mumbai; On-site; INR 1,000,000 - 1,500,000; Full time

Job summary

Lancesoft in Navi Mumbai seeks an L1 Application Support Analyst to monitor SAS Fraud Management platforms (SFM/SFD) and ODE in a 24/7 shift. You will ensure JBOSS server health, perform incident triage, IAM requests, and batch/process monitoring.

Ideal candidates bring extensive IT production/support experience in banking/financial services, with UNIX/Linux logs, basic SQL, and ITSM tooling (ServiceNow/Jira). Strong communication for handovers is essential.

Qualifications

• 13 years in IT Production Support, Helpdesk, or Application Support within banking/financial services.
• Basic familiarity with JBOSS application server administrative consoles.
• Basic SQL proficiency to execute pre-written queries for data validation.
• Experience with ITSM frameworks and ticketing platforms.

Responsibilities

• Monitor health of SAS SFM/SFD applications and real-time transaction flows on the ODE.
• Perform first-line triage, cache clearing, and JBOSS mid-tier restarts; verify connectivity to ODE scoring engine.

Skills

JBOSS

UNIX/Linux

SQL

ITSM

Communication

Tools

AppDynamics

Splunk

Dynatrace

ServiceNow

Jira

Job description

Role Overview

The L1 Application Support Analyst serves as the primary technical point of contact for the Fraud Risk Management System (FRMS). Operating in a 24/7 rotational shift environment, this role ensures continuous availability of the SAS Fraud Management (SFM) and SAS Fraud Decisioning (SFD) platforms. The analyst focuses on real-time monitoring of the On-Demand Engine (ODE), initial incident triage, access management, and strict SLA compliance for banking and financial transaction streams hosted on JBOSS application servers.

Key Responsibilities

• System & Alert Monitoring: Actively monitor the health of the SAS SFM/SFD applications, tracking real-time transaction flows through the ODE. Ensure JBOSS server instances are active and consuming expected CPU/Memory resources using enterprise monitoring tools (e.g., AppDynamics, Splunk, or Dynatrace).
• First-Line Triage & JBOSS Management: Execute standard operating procedures (SOPs) for basic system issues. This includes clearing application cache, restarting stuck JBOSS mid-tier services, and verifying network connectivity to the ODE scoring engine.
• Incident Management & Ticketing: Acknowledge, log, categorize, and prioritize incidents reported by fraud investigators or automated system alerts via ITSM tools (ServiceNow, Jira).
• Access Management: Process Identity and Access Management (IAM) requests for the SAS Enterprise Case Management (ECM) and SFD interfaces, ensuring strict adherence to security and compliance protocols.
• Batch Job Tracking: Monitor overnight batch processing and data loads feeding the SFM datamart. Report failures in data extraction or load processes immediately to the L2 team.
• Escalation: Route complex JBOSS configuration issues, ODE latency spikes, application bugs, or critical infrastructure outages to L2 Support within defined response timeframes.

Required Qualifications & Skills

• Experience: 13 years in IT Production Support, Helpdesk, or Application Support within a banking or financial services environment.
• Technical Knowledge:
  • Basic familiarity with JBOSS application server administrative consoles.
  • Proficiency with UNIX/Linux commands for navigating file systems and checking JBOSS or ODE application logs.
  • Basic SQL proficiency to execute pre-written queries for data validation.
  • Experience with ITSM frameworks and ticketing platforms.
• Operational Skills: Strong verbal and written communication skills for cross-team coordination and shift-handover reporting.