LMS Support - Technical Support

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

Job summary

AnandRathi in Mumbai seeks an Incident & Service Operations specialist to own and triage support tickets across LAP and Home Loans, ensure timely escalation, and maintain incident timelines and RCA summaries.

You will handle LOS/LMS end-to-end processes, validate business rules, and collaborate with credit, operations and sales to remove blockers and improve throughput. Strong SQL, logs analysis, and FinnOne Neo experience are required.

Qualifications

• 4+ years in LOS/LMS support with FinnOne Neo exposure.
• Strong understanding of LAP and Home Loan lifecycle: policy, underwriting, docs, sanction & disbursal; servicing in LMS.
• SQL proficiency (SELECT/UPDATE with joins, data reconciliation).
• Familiarity with logs, exception stacks, and trace-based debugging.
• Experience with ticketing tools (ServiceNow/Jira/Zoho), RCA writing, and SLA management.
• Understanding of collections workflows and regulatory compliance (KYC, CERSAI, etc.).

Responsibilities

• Own support ticket queue: triage, reproduce, diagnose, resolve or escalate per SLA.
• Perform impact analysis; propose and validate workarounds; coordinate L3/vendor fixes.
• Maintain high-quality ticket notes, incident timelines, RCA summaries, and knowledge articles.
• Support end-to-end LOS stages: lead intake, application creation, KYC, underwriting, disbursal.
• Support LMS stages: repayment schedule setup, EMI changes, repricing, delinquencies, collections.
• Validate business rules/config (loans, eligibility, scoring, fees).
• Partner with credit, operations, sales, and collections to resolve blockers and improve UX throughput.

Skills

FinnOne Neo

SQL

LAP & Home Loan lifecycle

Logs & debugging

SLA management

Tools

ServiceNow

Jira

Zoho

Job description

Incident & Service Operations

• Own support ticket queue: triage, reproduce, diagnose, resolve or escalate per SLA.
• Perform impact analysis; propose and validate workarounds; coordinate L3/vendor fixes.
• Maintain high-quality ticket notes, incident timelines, RCA summaries, and knowledge articles.

Functional Support (LAP & Home Loans)

• Support endtoend LOS stages: lead intake, application creation, document collection/KYC, bureau pulls, PD/TV, underwriting, policy checks, pricing, workflow routing, approval, sanction, documentation, disbursal .
• Support LMS stages: repayment schedule setup, EMI/cycle changes, rate revisions, repricing, part prepayment, foreclosure, delinquency & collections, charges and reversals, statement generation.
• Validate business rules/config (loan products, eligibility, scoring, deviation matrices, fees & charges, GL mapping).
• Partner with credit, operations, sales, collections to resolve process blockers and improve UX throughput (TAT).

Technical Troubleshooting

• Analyse application logs, exceptions, SQL traces; query databases to verify data integrity, workflow states, and configuration.
• Troubleshoot integrations: bureau APIs, KYC/Aadhaar/CKYC, LOSLMS, core banking, disbursement gateways, payment gateways, DMS, CRM, email/SMS, reporting.
• Support batch jobs, schedulers, and EOD/EOM processes impacting repayment, accruals, and collections.

Change, Release & Environment Management

• Participate in UAT/SIT: prepare test scenarios, execute cases, log defects, signoff.
• Contribute to RCA for major incidents; track preventive actions to closure.

Documentation & Training

• Create/maintain KBs, SOPs, runbooks, troubleshooting guides, data dictionaries, and API interface docs.
• Create Business Requirement Documents
• Conduct refresher trainings for L1 desks and business users (new features, process changes).

MustHave Qualifications & Skills

• 4+ years in LOS/LMS support with FinnOne Neo (or FinnOne) exposure.
• Strong understanding of LAP and Home Loan lifecycle: policy, underwriting, documentation, legal/technical valuation, sanction & disbursal; repayment & servicing in LMS.
• SQL proficiency (SELECT/UPDATE with care, joins, aggregations); ability to validate tables and reconcile data.
• Familiarity with logs (app server logs), exception stacks, and trace-based debugging.
• Experience with ticketing tools (ServiceNow/Jira/Zoho), RCA writing, and SLA management.
• Understanding of collections workflows, delinquency buckets, bounce/charge processes, and regulatory compliance (KYC, CERSAI, etc. as applicable).