Application Support Engineer

R.K. Bansal Finance; Gurugram District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

R.K. Bansal Finance is seeking a hands-on Production Support Manager to manage day-to-day production issues across our digital lending platforms. You will coordinate with Product, Tech, Operations, Customer Support and external vendors, ensuring timely resolution within SLA.

You will troubleshoot across applications, APIs, payment gateways and integrations, analyze logs and DB records to identify root causes, and drive permanent fixes with cross-functional teams.

Qualifications

• 3-5 years of experience in Production Support / Application Support.
• Experience in Fintech / NBFC / Lending / Payments will be preferred.
• Good understanding of APIs and integrations.
• Good knowledge of SQL and ability to troubleshoot using database queries.
• Experience working with Jira, Postman and monitoring/logging tools.
• Good understanding of production incidents, RCA and SLA management.
• Good coordination skills with Tech, Product, Operations and external vendors.
• Should be comfortable working on critical production issues and taking ownership till resolution.
• Should be able to understand a problem from the business/customer perspective and convert it into a clear technical issue for the Tech team.

Responsibilities

• Own production support and ensure issues are identified, tracked and resolved within SLA.
• Monitor production issues and proactively identify issues impacting customers or business.
• Troubleshoot issues across application, API, payment gateway, LOS, LMS and other integrations.
• Analyse logs, API responses and database records to identify root causes.
• Coordinate with Tech/Engineering team for resolution of production issues.
• Coordinate with external vendors/partners for issues related to their systems or APIs.
• Handle critical production issues and ensure proper escalation and closure.
• Maintain production issue tracker and ensure RCA and closure.
• Identify recurring issues and work with Tech/Product teams on permanent fixes.
• Support production releases and conduct post-release checks.
• Work with Product and QA teams to validate fixes before production.
• Maintain SOPs and documentation for recurring production issues.
• Track production support metrics such as SLA adherence, MTTR, incident trends.
• Identify opportunities to automate repetitive production support activities.

Skills

APIs & integrations

SQL

Troubleshooting

Stakeholder coordination

Ownership & accountability

SLA management

Tools

Jira

Postman

Monitoring/logging tools

Job description

Role

We are looking for a Production Support Manager who will be responsible for managing day-to-day production issues across our digital lending platforms. The person should be hands-on, good at troubleshooting issues and comfortable coordinating with Product, Tech, Operations, Customer Support and external vendors.

Key Responsibilities

• Own production support and ensure issues are identified, tracked and resolved within SLA.
• Monitor production issues and proactively identify any issues impacting customers or business.
• Troubleshoot issues across application, API, payment gateway, LOS, LMS and other integrations.
• Analyse logs, API responses and database records to identify the root cause of issues.
• Coordinate with the Tech/Engineering team for resolution of production issues.
• Coordinate with external vendors/partners for issues related to their systems or APIs.
• Handle critical production issues and ensure proper escalation and communication until closure.
• Maintain production issue tracker and ensure all issues have proper RCA and closure.
• Identify recurring issues and work with Tech/Product teams on permanent fixes.
• Support production releases and conduct post-release checks.
• Work with Product and QA teams to validate fixes before pushing them to production.
• Maintain SOPs and documentation for recurring production issues and processes.
• Track production support metrics such as SLA adherence, MTTR, recurring issues and incident trends.
• Identify opportunities to automate repetitive production support activities.

What we are looking for

• 3-5 years of experience in Production Support / Application Support.
• Experience in Fintech / NBFC / Lending / Payments will be preferred.
• Good understanding of APIs and integrations.
• Good knowledge of SQL and ability to troubleshoot using database queries.
• Experience working with tools like Jira, Postman and monitoring/logging tools.
• Good understanding of production incidents, RCA and SLA management.
• Good coordination skills with Tech, Product, Operations and external vendors.
• Should be comfortable working on critical production issues and taking ownership till resolution.
• Should be able to understand a problem from the business/customer perspective and convert it into a clear technical issue for the Tech team.

Good to have

• Experience with LOS/LMS and digital lending platforms.
• Experience with payment gateways, bureau, CKYC, KYC and banking integrations.
• Experience working with third-party APIs and technology vendors.
• Basic understanding of cloud infrastructure and application monitoring.

Key KPIs

• Production issues resolved within SLA
• MTTR
• Critical incident response and resolution
• Reduction in recurring production issues