Payment Production support

Production & Payments Support

• Provide L2 production support for Tier 1 integrated payment management applications within a banking environment.
• Monitor and support end-to-end inbound and outbound payment flows, ensuring timely processing and settlement.
• Support payment channels such as:
• NEFT
• IMPS
• RTGS
• SWIFT Gateway
• GIRO
• CashPro payments
• Finacle core banking systems

• Ensure smooth interaction between payment applications and:
• Clearing systems
• Sanctions compliance systems
• Ledger applications
• Partner banks
• Reporting systems

Incident & Problem Management

• Perform Incident, Problem, and Change Management activities as per ITIL framework.
• Lead bridge calls during P1/P2 incidents and coordinate with infrastructure, middleware, and L3 teams for quick resolution.
• Conduct Root Cause Analysis (RCA) and implement permanent fixes to prevent recurrence.
• Ensure SLA adherence and minimal business impact during production outages.

Monitoring & Technical Support

• Monitor production clusters using Prometheus, Grafana, Kibana, and Splunk.
• Perform start-of-day (SOD) and end-of-day (EOD) health checks.
• Monitor and troubleshoot:
• MQ queues (ActiveMQ)
• Kafka messages
• API failures
• NDM/file transfer failures
• Batch jobs (TWS, Autosys, Control-M)
• Execute SQL queries (Oracle/MySQL) for payment validation, reconciliation, and issue investigation.
• Automate repetitive monitoring tasks using Unix shell scripting.

Release, Change & DR Activities

• Support release management activities and weekend deployments.
• Validate UAT sign-offs and coordinate production rollouts.
• Participate in server/database migrations.
• Lead and coordinate DR/BCP activities, ensuring failover/failback within defined timelines.
• Document incidents, E2E payment flow processes, and knowledge base articles.

5+ years of experience in Banking Production Support.

Strong knowledge of Banking Payments domain.

Experience supporting real-time and batch-based payment systems.

Hands-on experience with:

• SWIFT gateway
• RTGS / IMPS / NEFT
• GIRO
• Core Banking (Finacle preferred)

Experience with MQ/Kafka messaging systems.

Strong SQL troubleshooting skills.

Experience in Unix/Linux environments.

Knowledge of batch schedulers (TWS, Autosys, Control-M).

Strong understanding of ITIL processes.