Application Support Specialist

About The Role

Key Responsibilities

System Monitoring & Operational Oversight :

• Manage the health, performance, and configuration of Lusis Tango Switch applications in a 24x7 environment.
• Execute regular health checks, transaction validations, and failover tests to ensure high system availability.
• Monitor real-time transaction switches for latency, failures, or unexpected behavior.
  

Incident Management & Root Cause Analysis

• Lead L1/L2 incident response for issues related to Tango-based transaction switching, including triage, escalation, and resolution.
• Perform detailed root cause analysis (RCA) for high-impact incidents and implement permanent fixes or workarounds.
• Coordinate incident post-mortems and ensure knowledge documentation is updated.
  

Platform Configuration & Release Management

• Maintain configuration baselines, deployment scripts, and environment documentation.
• Support change control and release processes for updates, patches, and version upgrades.
• Collaborate with Lusis vendor teams for platform upgrades, patches, and escalated issues.
  

Automation, Monitoring & Alerting

• Develop and maintain automation scripts for operational tasks, system checks, and reporting.
• Implement proactive monitoring and alerting mechanisms to pre-empt outages or performance
  

• Contribute to building self-healing and auto-remediation solutions.
  

Leadership & Team Collaboration

• Lead and mentor L1/L2 support teams; manage shift schedules, on-call rotations, and escalations.
• Liaise with infrastructure, development, QA, and business teams to ensure aligned service delivery.
• Define, track, and report on KPIs/SLAs such as system uptime, MTTR, ticket volume, and response time.
  

Roadmap Contribution & Continuous Improvement

• Provide input into the strategic roadmap of the Tango platform including capacity planning, scaling, and modernization efforts.
• Identify system bottlenecks or recurring pain points and drive continuous service improvements.
• Ensure compliance with enterprise security, governance, and audit standards.
  

Technical Skillset Requirements

Switching Platforms :

• Proven experience (5+ years) in Lusis Tango, with hands-on expertise in switch configuration, routing, and transaction flows.
• In-depth understanding of transaction processing, authorization, settlement, and ISO 8583 message formats.
  

Linux Administration

• Strong command-line proficiency in Linux OS including process monitoring, log analysis, and shell scripting.
• Experience with Linux tools for system diagnostics, job scheduling, and resource optimization.
  

Scripting & Automation

• Shell, Python, or other scripting languages for automation and data extraction.
  

Database & Logging

• Working knowledge of MySQL (or equivalent RDBMS) for basic query execution, schema analysis, and data tracing.
• Familiarity with log aggregation tools and transaction tracing methods.
  

Monitoring Tools

• Experience with tools such as Nagios, Prometheus, Grafana, or custom-built alerting frameworks.
  

Security & Compliance

• Understanding of audit trails, access control, and security configurations in a payments environment.
  

Preferred Qualifications

• Bachelor's or Masters degree in Computer Science, Information Technology, or a related field.
• ITIL certification or prior experience in structured ITSM environments.
• Experience in working with financial services or high-volume transaction environments.