Senior Support Analyst

Senior Support Analyst (Application)

Location: Gurgaon (Hybrid work model)

Entra Solutions is a FinTech company specialized in technology-based financial solutions and services for the mortgage industry. We are a people-focused, growth-oriented, innovative company and we're looking for people like you to make a positive change and join our team today!

Job Summary

We are looking for an Application Support Analyst with strong expertise in Encompass LOS and Lending division operations, who will be the vital link between our technology platforms and mortgage business goals. The ideal candidate will support and ensure successful resolution of functional and technical issues across Encompass and other lending/servicing systems.

What You Will Do

·        Administration, configuration, and support of ICE Encompass Loan Origination System (LOS) including user profiles, custom fields, business rules, input forms, and personas.

·        Provide day-to-day support for Lending Division users by analyzing and resolving issues related to origination and underwriting workflows.

·        Support, optimize, and customize loan servicing and contact center applications like FiServ LoanServ, Five9, and Tempo.

·        Triage and manage cases, service requests, and enhancement tickets using internal ticketing systems (e.g., Jira).

·        Ensure servicing and lending applications are fully operational and implement rapid resolution strategies in case of service disruption.

·        Provide a high level of support to internal business users while adhering to strict SLAs for response and resolution.

·        Perform problem determination, implement workarounds, and support root cause analysis and incident resolution.

·        Test and verify service releases, Encompass patches, feature deployments, and custom configurations.

·        Assist with the maintenance and support of internal applications, data integrations, and infrastructure as needed.

·        Maintain detailed documentation of issue resolutions, standard operating procedures, and platform configurations.

·        Responsibilities may require occasional late night and weekend work to support key deployments and maintenance windows.

What We're Looking For

·        BE/BTech degree in Computer Science, Information Technology, or related field

·        7–9 years of IT Production/Application Support experience, with at least 2+ years focused on Encompass LOS administration

·        Familiarity with US mortgage origination and servicing processes including Lending Compliance

·        Strong knowledge of ticketing tools, issue management, and stakeholder communication

·        Excellent analytical, debugging, and root cause analysis skills

·        Hands-on experience with Microsoft Office tools and SQL for querying and data validation

·        Ability to understand business workflows, logic flows, and software configurations

·        Effective written and verbal communication skills and a strong commitment to customer service

·        Previous experience supporting application users through phone, email, and in-person troubleshooting

·        Experience coordinating with QA, development, and product teams on platform enhancements

·        Ability to work independently and collaboratively in a cross-functional team environment