Engineer-Enterprise Support

Sarvatra Technologies; Mumbai; On-site; INR 600,000 - 900,000; Full time

Job summary

Sarvatra Technologies Pvt. Ltd. is seeking an Engineer Enterprise Support to manage L2 production support, incident resolution, deployment activities, and client coordination.

The role includes analyzing technical issues, reviewing logs, and preparing SQL-based reports, while ensuring SLA adherence and production support processes. The candidate will coordinate with internal teams, perform production deployments, and maintain thorough documentation to support payment technology platforms in

Qualifications

• 2–4 years of enterprise/production support experience, preferably in FinTech, Banking, Payments or BFSI.
• Strong SQL skills for reporting and data troubleshooting.
• Hands-on Linux/Unix experience.
• Knowledge of payment technologies and switching systems.
• Familiarity with IMPS, UPI, CBDC platforms.
• Experience in production support and ticket management.
• Knowledge of deployment and post-deployment monitoring processes.
• Good communication and interpersonal skills.

Responsibilities

• Resolve L2 tickets reported via Service Desk and emails.
• Provide ad-hoc SQL reports based on client requirements.
• Analyze issues by reviewing logs and report incidents to relevant teams.
• Assign unresolved tickets to L3 teams and follow up until resolution.
• Coordinate with Testing, Development, Network, DBA teams and clients for issue resolution.
• Perform production release deployments and monitor systems post-deployment.
• Raise Service Requests for deployments and other production activities.
• Obtain approvals from authorities before executing production activities.
• Maintain documentation for production activities.
• Ensure adherence to SLA and bank-defined standards.
• Monitor production environments and escalate potential issues.
• Support payment technology platforms in production.
• Manage and prioritize multiple tickets and activities.
• Coordinate with team members and stakeholders for smooth operations.

Skills

SQL reporting

Linux/Unix

FinTech systems

Payment processing

IMPS/UPI/CBDC

Log analysis

Production support

Deployment monitoring

Team coordination

Communication

Education

Bachelors in Computer Science / IT / Engineering

Job description

Sarvatra Technologies Pvt. Ltd. is looking for an Engineer Enterprise Support to manage L2 production support, incident resolution, deployment activities, and client coordination. The candidate will be responsible for analyzing technical issues, reviewing logs, preparing SQL-based reports, coordinating with internal technical teams, and ensuring adherence to SLA and production support processes.

Key Responsibilities

• Resolve L2 tickets reported through the Service Desk and emails.
• Provide ad-hoc reports using SQL based on client requirements.
• Understand reported issues, analyze application/system logs, and report incidents to the concerned teams.
• Assign unresolved tickets to L3 teams and follow up until the issue is resolved.
• Coordinate with Testing, Development, Network, DBA teams and clients for issue resolution.
• Perform production release deployments and monitor systems post-deployment.
• Raise Service Requests (SRs) for deployment and other production activities as per defined protocols.
• Obtain and maintain necessary approvals from relevant authorities before executing production activities.
• Maintain proper technical and activity-related documentation for every production activity.
• Ensure adherence to SLA and bank-defined support standards.
• Monitor production environments and proactively identify and elevate potential issues.
• Support payment technology platforms and applications in a production environment.
• Manage and prioritize multiple tickets and activities while ensuring timely resolution.
• Coordinate with team members and stakeholders to ensure smooth day-to-day operations.

Required Skills

• Strong knowledge of SQL and ability to generate reports and troubleshoot data-related issues.
• Hands-on experience with Linux/Unix environments.
• Understanding of Payment Technologies / FinTech systems.
• Knowledge of Switching and payment processing systems.
• Understanding of payment platforms such as IMPS, UPI and/or CBDC.
• Good understanding of log analysis and incident troubleshooting.
• Experience in production support and ticket management.
• Knowledge of deployment and post-deployment monitoring processes.
• Good team management and coordination skills.
• Strong communication and interpersonal skills.

Desired Candidate Profile

• Graduate in Computer Science, IT, Engineering, or a related computer background.
• 2 - 4 years of experience in enterprise/production support, preferably within the FinTech, Banking, Payments or BFSI domain.
• Good understanding of L2 support processes and incident management.
• Strong analytical and troubleshooting skills.
• Effective verbal and written communication skills.
• Ability to coordinate with multiple internal teams and clients.
• Comfortable working in a production support environment with strict SLA requirements.
• Candidates with experience in payment switching, UPI, IMPS, CBDC or banking technology platforms will be preferred.