Application Support Lead - Jogeshwari, Mumbai

Acura Solutions; Mumbai; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Acura Solutions in Mumbai is seeking a Lead Application Support to build and scale the lending support function. You will implement ITIL-aligned incident and change management, manage escalations, and optimize KPIs across LOS and LMS platforms.

The role requires 7–9+ years in IT application support with at least 3 years in a leadership capacity within banking. Strong SQL, API logging, and cross-team communication are essential.

Qualifications

• 7–9+ years in IT application support or production engineering.
• 3+ years in leadership/supervisory role within lending or banking domains.
• Experience building support frameworks and teams from scratch.
• Strong ITIL knowledge with incident/problem/change management experience.
• Hands-on SQL and API/microservices monitoring experience.

Responsibilities

• Build and scale the lending support department, including processes, shift rotations, SOPs, and team structure.
• Implement ITIL-aligned incident, problem, and change management frameworks, KPIs, and SLAs.
• Handle escalations and troubleshoot production issues across LOS, credit decisioning engines, and LMS.
• Set up ticketing and monitoring tools such as Jira Service Management and ServiceNow.
• Create troubleshooting documentation for financial batch files, EOD processing, payment gateways, and credit bureau APIs.
• Establish technical support and escalation processes with external vendors and partners.
• Recruit, onboard, and mentor support analysts and engineers.

Skills

Leadership experience

ITIL knowledge

Lending domain knowledge

SQL & API logs

Strong communication

Education

Bachelor's/Master's in CS/IT

Tools

Jira Service Management

ServiceNow

Monitoring tools

Job description

Job Description Lead Application Support

Function: Information Technology
Location: Jogeshwari, Mumbai
Reporting To: Chief Technology Officer

Primary Responsibilities

• Build and scale the lending support department, including processes, shift rotations, SOPs, and team structure.
• Implement ITIL-aligned incident, problem, and change management frameworks, KPIs, and SLAs.
• Handle escalations and troubleshoot production issues across Loan Origination Systems (LOS), Credit Decisioning Engines, and Loan Management Systems (LMS).
• Set up ticketing and monitoring tools such as Jira Service Management and ServiceNow.
• Create troubleshooting documentation for financial batch files, EOD processing, payment gateways, and credit bureau APIs.
• Establish technical support and escalation processes with external vendors and partners.
• Recruit, onboard, and mentor support analysts and engineers.

Required Skills

• Experience in building support frameworks and teams from scratch.
• Good knowledge of the end-to-end lending lifecycle, automated underwriting, financial calculation engines, and payment settlement.
• Hands‑on experience with SQL databases, API/microservices logs, and monitoring tools.
• Strong knowledge of ITIL frameworks and excellent communication skills.

Qualification

Bachelor’s/Master’s degree, preferably in Computer Science, Information Technology, Systems Security, or a related field.

Industry Experience

7–9+ years in IT application support or production engineering, including at least 3+ years in a leadership/supervisory role within the lending or banking domain.