L1 Support Specialist – Fintech Platform & Incidents

Nymcard; Karachi Division; Hybride; PKR 1 200 000 - 2 000 000; Plein temps

Avantages offerts par ce poste

Hybrid working model

Résumé du poste

NymCard is seeking a Support Specialist (L1) to provide front-line application and production support for our issuing platform. You will be the first responder for incidents and requests, triaging issues, resolving standard cases via runbooks, and escalating to L2 with clear steps, logs, and impact.

The role operates in a 24/7 shift rotation and requires strong ownership of SLAs during your window. You will monitor platform health, validate data with SQL, and review logs on Unix/Linux hosts to

Qualifications

• 2 to 4 years in L1 application or production support in payments or banking.
• Working experience with ISO 8583 and familiarity with card or transaction flows.
• Hands-on with Unix or Linux, basic shell use and log review.
• Ability to write and run SQL queries with Oracle, PostgreSQL, or MongoDB.
• Understanding of HTTP and TCP/IP basics.
• Clear written and verbal communication, strong ticket hygiene, and attention to detail.
• Willingness to work in rotational shifts including nights and weekends.
• Nice to have: basic scripting in shell or Python, exposure to Java or C++ environments, ITIL awareness.

Responsabilités

• Triage and resolve L1 incidents and service requests, keep tickets updated, and communicate status to stakeholders.
• Monitor application health, jobs, and integrations, and raise timely escalations for performance or availability issues.
• Execute standard operational tasks and health checks, follow runbooks, and suggest improvements where needed.
• Investigate issues using SQL queries for data validation and reconciliation.
• Review logs and processes on Unix or Linux hosts, collect evidence, and document steps taken.
• Support sanity checks after releases and changes, coordinate with Operations during cutovers.
• Perform ISO 8583 message checks where required, capture samples for L2 analysis.
• Maintain knowledge base articles, known error records, and handover notes between shifts.
• Provide ad hoc weekend or after-hours support when scheduled, participate in a fair rotation.
• Collaborate with Operations, Product Support, and Engineering to ensure clear escalation paths and handoffs.

Connaissances

Incident management

ISO 8583

Unix/Linux

SQL queries

HTTP & TCP/IP basics

First-line support

Documentation & ticket hygiene

Communication

Scripting (shell/Python) nice-to-have

Outils

Oracle

PostgreSQL

MongoDB

Description du poste

NymCard is seeking a Support Specialist (L1) to provide front-line application and production support for our issuing platform. You will be the first responder for incidents and requests, triaging issues, resolving standard cases via runbooks, and escalating to L2 with clear steps, logs, and impact.

The role operates in a 24/7 shift rotation and requires strong ownership of SLAs during your window. You will monitor platform health, validate data with SQL, and review logs on Unix/Linux hosts to