Production Support EFRM (L3 Support)

FIS; Pune District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

FIS in Pune is seeking an experienced Level 3 production support professional to ensure platform stability for an Enterprise Fraud Risk Management system. You will resolve complex incidents, perform root cause analysis, and drive improvements across SQL databases, middleware, and integration layers.

The role involves collaborating with L1/L2 teams, managing client updates, and supporting upgrades and releases with minimal risk. Strong ITIL alignment and mentoring capabilities are essential.

Qualifications

• 6+ years of experience in application support, production support, or IT operations environments.
• 4+ years of experience supporting banking, payments, fraud detection, or risk management applications.
• Strong knowledge of incident, problem, and change management processes aligned with ITIL practices.
• Hands‑on experience with SQL, Oracle, or other relational database technologies for troubleshooting and analysis.
• Strong expertise in Linux/Unix and Windows server administration and application support.
• Experience supporting application servers such as IIS, Tomcat, or similar technologies.
• Hands‑on experience with XML scripting, REST APIs, JSON, ISO8583, and related integration technologies.
• Proficiency with Postman collections, variables, and pre/post-request scripts.
• Advanced Microsoft Excel skills including formulas, sorting, filtering, data analysis, and reporting.
• Experience managing client escalations and communicating effectively with technical and business stakeholders.
• Proven experience leading, mentoring, and supporting L1 and L2 support teams.

Responsibilities

• Resolve complex application incidents and service requests within agreed service level objectives.
• Perform advanced troubleshooting across fraud management applications, databases, middleware, and infrastructure components.
• Conduct root cause analysis and implement permanent corrective actions to prevent recurring issues.
• Collaborate with L1 and L2 support teams to accelerate issue resolution and knowledge sharing.
• Manage client communications, incident updates, escalations, and resolution reporting.
• Support application version upgrades, migrations, and release activities while minimizing operational risk.
• Execute SQL and database queries to investigate issues, validate data, and support operational requirements.
• Perform SIT and UAT validation for incident fixes, enhancements, and change requests.
• Monitor application performance, identify trends, and recommend process automation and service improvements.
• Mentor support team members and contribute to operational excellence through documentation and training.

Skills

Incident management

Root cause analysis

L1/L2 support coordination

SQL troubleshooting

Linux/Unix administration

Windows server administration

Application server management

REST APIs & JSON

XML scripting

Excel data analysis

Customer communication

Mentoring teams

Tools

Postman

Oracle

Tomcat

IIS

Job description

About the Role

You will provide Level 3 production support for an Enterprise Fraud Risk Management platform supporting critical banking and payment operations. In this role, you will ensure platform stability, resolve complex incidents, drive root cause analysis, and support application enhancements and upgrades. You will work closely with clients, business stakeholders, and technical teams to maintain service excellence and regulatory compliance. Success is measured through system availability, incident resolution effectiveness, continuous improvement, and client satisfaction.

What You Will Be Doing

• Resolve complex application incidents and service requests within agreed service level objectives.
• Perform advanced troubleshooting across fraud management applications, databases, middleware, and infrastructure components.
• Conduct root cause analysis and implement permanent corrective actions to prevent recurring issues.
• Collaborate with L1 and L2 support teams to accelerate issue resolution and knowledge sharing.
• Manage client communications, incident updates, escalations, and resolution reporting.
• Support application version upgrades, migrations, and release activities while minimizing operational risk.
• Execute SQL and database queries to investigate issues, validate data, and support operational requirements.
• Perform SIT and UAT validation for incident fixes, enhancements, and change requests.
• Monitor application performance, identify trends, and recommend process automation and service improvements.
• Mentor support team members and contribute to operational excellence through documentation and training.

What You Bring

• 6+ years of experience in application support, production support, or IT operations environments.
• 4+ years of experience supporting banking, payments, fraud detection, or risk management applications.
• Strong knowledge of incident, problem, and change management processes aligned with ITIL practices.
• Hands‑on experience with SQL, Oracle, or other relational database technologies for troubleshooting and analysis.
• Strong expertise in Linux/Unix and Windows server administration and application support.
• Experience supporting application servers such as IIS, Tomcat, or similar technologies.
• Hands‑on experience with XML scripting, REST APIs, JSON, ISO8583, and related integration technologies.
• Proficiency with Postman collections, variables, and pre/post-request scripts.
• Advanced Microsoft Excel skills including formulas, sorting, filtering, data analysis, and reporting.
• Experience managing client escalations and communicating effectively with technical and business stakeholders.
• Proven experience leading, mentoring, and supporting L1 and L2 support teams.

Preferred Qualifications

• Experience with Enterprise Fraud Risk Management platforms and fraud prevention solutions.
• Familiarity with payment processing systems, digital banking channels, and transaction monitoring platforms.
• Experience supporting high-availability, mission-critical banking applications.
• Knowledge of regulatory and compliance requirements applicable to banking and payments environments.
• Experience with automation, monitoring, and operational efficiency initiatives.
• ITIL certification or equivalent service management certification.