Business Analyst (LOS-RCMB)

Aditya Birla Capital; Maharashtra; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Aditya Birla Capital is looking for a LOS Production Support Lead in India. The role entails managing end-to-end production support, ensuring system stability and high availability for the Loan Origination System (LOS). This position requires strong incident/problem management skills, where you'll lead a support team and drive the resolution of major incidents.

Your responsibilities include coordinating with stakeholders, overseeing data correction activities, and optimizing production processes. Ideal candidates will have a robust understanding of LOS platforms and related integrations.

Qualifications

• Strong understanding of Loan Origination Systems.
• Hands-on experience with incident/problem management tools like JIRA.
• Excellent analytical, problem-solving, and decision-making skills.

Responsibilities

• Lead L1/L2 production support for LOS and associated applications.
• Manage incidents, service requests, and problem tickets.
• Drive major incident management and ensure timely resolution.
• Coordinate with business stakeholders, vendors, and tech teams.
• Track and improve SLA adherence and system uptime.

Skills

Understanding of Loan Origination Systems (LOS)

Incident/problem management tools (JIRA)

APIs and microservices knowledge

SQL and troubleshooting techniques

Analytical and problem-solving skills

Communication and stakeholder management

Job description

Role Summary

The LOS Production Support Lead will be responsible for managing end-to-end production support for the Loan Origination System (LOS), ensuring system stability, high availability, and seamless business operations. The role involves leading the support team, driving incident resolution, stakeholder management, and continuous improvement of production processes.

Key Responsibilities

• Lead L1/L2 production support for LOS and associated applications
• Ensure system availability, stability, and performance as per SLAs
• Manage and prioritize incidents, service requests, and problem tickets
• Drive major incident management (P1/P2) and ensure timely resolution
• Perform and review Root Cause Analysis (RCA) and implement preventive measures
• Coordinate with business stakeholders, vendors, and internal tech teams
• Own release support, deployment validation, and post-release monitoring
• Ensure batch jobs, APIs, and integrations are functioning smoothly
• Oversee data correction activities and critical production changes
• Establish and maintain SOPs, and knowledge base
• Track and improve SLA adherence, TAT, and system uptime
• Identify opportunities for automation and process optimization
• Support audit, compliance, and regulatory requirements

Team & Stakeholder Management

• Lead and mentor a team of support analysts (L1/L2)
• Act as the primary point of contact for business and senior stakeholders
• Drive governance calls, status reporting, and escalation management
• Collaborate with product, development, QA, and vendor teams
• Ensure proper capacity planning and shift/on-call management

Key Skills & Competencies

• Strong understanding of Loan Origination Systems (LOS)
• Deep knowledge of lending lifecycle (Retail/SME/Corporate)
• Hands‑on experience in incident/problem management tools (JIRA)
• Strong knowledge of APIs, microservices, and third‑party integrations
• Understanding of SQL, databases, and troubleshooting techniques
• Experience in release management and production deployments
• Excellent analytical, problem‑solving, and decision‑making skills
• Strong communication and stakeholder management abilities
• Ability to handle high‑pressure situations and critical outages

Preferred Experience

• Experience with LOS platforms like Lentra, FinnOne, Finacle LOS, etc.
• Exposure to integrations like Digital KYC – CKYC, Digilocker, Bureau, eSign, VKYC, Payment systems

KPIs / Success Metrics

• SLA adherence and incident resolution timelines
• System uptime and production stability
• Reduction in repeat/recurring issues
• Quality and effectiveness of RCA
• Improvement in TAT and business satisfaction