Senior Application Support Specialist

About The Role

Key Responsibilities

Application Management & Support :

• Provide L1 and L2 support for Lusis Tango and associated switch applications.
• Monitor system performance, health, and availability using proactive tools and frameworks.
• Manage and execute system upgrades, patches, and configuration changes.
  

Incident & Problem Management

• Analyze high-impact incidents; lead root cause investigations and drive corrective actions.
• Conduct post-mortem reviews and document lessons learned and improvement actions.
  

Change & Configuration Management

• Maintain comprehensive documentation including configurations, runbooks, SOPs, and change logs.
• Ensure strict adherence to change management processes and audit compliance.
  

Vendor Coordination

• Act as a primary liaison with Lusis for advanced issue resolution, product updates, and support escalations.
  

Leadership & Process Excellence

• Lead and mentor a geographically distributed support team.
• Define and manage support operations including shift rotations and on-call schedules.
• Establish and monitor SLAs/KPIs for system uptime, response times, and resolution quality.
  

Cross-functional Collaboration

• Interface with infrastructure, engineering, QA, DevOps, and business operations teams to ensure seamless support delivery.
• Collaborate with architecture and product teams to contribute to the Tango platform roadmap, especially in areas such as performance tuning, scaling, and modernization.
  

Automation & Monitoring Enhancements

• Drive initiatives in observability, proactive alerting, and self-healing mechanisms using industry-standard tools.
• Recommend and implement automation for routine support tasks and operational processes.
  

Security & Compliance

• Ensure system configurations and operations meet security, risk, and compliance standards.
• Support audit and regulatory requirements through documentation and process rigor.
  

Technical Requirements

• Minimum 8 years of experience in Switch Applications, with 5+ years of hands-on experience in Lusis Tango.
• Strong working knowledge of Linux environments (RedHat/CentOS/Ubuntu), including shell scripting, performance tuning, and process management.
• Familiarity with databases (MySQL/PostgreSQL), log analysis tools, and transaction tracing.
• Proven expertise in incident response, root cause analysis, and application diagnostics.
• Experience with monitoring tools (e.g., Nagios, Prometheus, Grafana, ELK) and automation frameworks is a plus.
• Understanding of financial transaction workflows, ISO8583, and payment processing systems is highly desirable.
  

Preferred Skills

• ITIL certification or familiarity with ITIL-based support models.
• Experience with cloud or containerized environments (Docker, Kubernetes).
• Exposure to Agile/DevOps cultures and CI/CD pipelines.