L2 Application Support

Job Description: L2 Operations Resource (24 7 Application & Product Support)
Role Title L2 Application Support Engineer / Product Support Engineer (Payments Platforms) Department Operations Projects, Implementation & Support Reporting To Operations Manager / Manager of Operations (Dotted-line collaboration with Product/Engineering for L3 escalation) Role Purpose Provide 24 7 365 second-line support for payment products. The L2 Engineer is accountable for deep technical and functional triage, restoration, RCA ownership, preventive actions, and client resolution. L2 also operates as Duty Incident Manager per shift, leading bridges and coordinating L3 where needed. Scope of Systems / Products
Payments Pod: UPI & IMPS Cards Pod: ATM / POS / ECOM switch and related rails Inclusion & BillPay Pod: BBPS + AEPS + eKYC Supporting platforms: .NET Core services, IIS middleware, RabbitMQ application messaging, MS SQL Server application tables, external NLB behavior indicators, settlement/recon schedulers. Key Responsibilities

A. Advanced Incident Diagnosis & Restoration (Primary) Take ownership of escalated tickets from L1: validate incident impact and severity reproduce/confirm issue using logs, dashboards, and DB checks 2. Perform functional + technical triage: routing failures, bank handle issues, switch response anomalieso retry/reversal/pending transaction behavior settlement/advice/scheduler failureso AEPS biometric/auth integration symptoms (functional layer) 3. Execute approved L2 corrective actions: parameter adjustments as per change policy controlled restarts/reprocessing queue management actions beyond L1 SOP. 4. Restore service within SLA; coordinate hotfix if required. B. Duty Incident Management (per shift) 1. Act as shift Incident Commander: run incident bridgeo drive updates cadence enforce timelines on L1 and L3 participants 2. Maintain real-time incident timeline and decisions log. 3. Escalate to Ops Manager/COO/CTO only when thresholds mandate. C. L3 Escalation & Collaboration 1. Identify when engineering intervention is needed: probable defect, performance degradation, code-level exceptions. 2. Provide L3 with: complete evidence pack (logs, correlation IDs, DB snapshots) clear suspected module path and recent change context. 3. Validate L3 resolution in production and confirm closure. D. Root Cause Analysis (RCA) & Preventive Actions 1. Own RCA for P1/P2 incidents: classification: product defect, configuration, bank/NPCI endpoint, data issue, operational error. 2. Propose preventive steps: SOP updates for L1 monitoring rule improvements parameter guardrails / automation candidates. 3. Track and report repeat incidents. E. Client Resolution & Service Delivery 1. Provide high-quality client communications: impact articulation, workaround, ETA, restoration and RCA summary. 2. Participate in client calls/war rooms for major incidents. 3. Ensure closure confirmation and CSAT sentiment recovery. F. Change / Release Readiness Support 1. Support go-lives, patches, and planned activities: validation checklists rollback readiness post-release transaction sanity monitoring.
2. Coordinate with Implementation and QA team for handovers. G. Knowledge & Enablement 1. Build and maintain product runbooks. 2. Mentor L1 engineers; conduct shift training. 3. Identify automation/GenAI/RPA opportunities in Ops. Required Skills & Competencies Domain / Functional Strong practical understanding of: payment switching, NPCI rails, transaction lifecycle reversals, disputes, settlements, reconciliation basics product-specific flows (UPI collect/pay, IMPS P2A/P2P, Cards ISO8583 patterns, BBPS fetch/pay, AEPS auth/cash-in/out, eKYC verification). Technical (L2 level) High confidence in reading and diagnosing: .NET Core service logs/exceptions IIS request traces, API error patterns RabbitMQ messaging behavior (dead-letter, consumer lag, redelivery) SQL proficiency for investigation and safe data validation. Ability to interpret performance metrics (latency, TPS, thread pool saturation). Familiarity with Windows-based deployments and service dependency chains. Writing/maintaining SOPs and escalation guides. Behavioral
Strong ownership mindset under pressure. Structured troubleshooting and decision logging. Client-ready communication, including RCAs. Ability to run bridges and coordinate multi-team restoration. Education & Experience

Bachelor s in Engineering/IT/CS or equivalent. 3-7 years in payments/product support, switch operations, or L2 application support. Prior 24 7 support experience highly preferred. KPIs / Performance Indicators Mean Time to Restore (MTTR) P1/P2 SLA compliance and bridge discipline RCA quality and on-time submission Repeat incident reduction Client escalation rate and CSAT/NPS recovery L1 enablement effectiveness (SOP adherence, skill uplift)