Technical Support Executive / Senior Analyst

Role Summary:

We are looking for a motivated Technical Support Executive to provide operational and application support for business-critical systems, including payment processing and fraud management platforms. The role involves incident handling, troubleshooting, ticket management, and customer communication, with responsibilities aligned to L1 and L2 support levels based on experience

.
Key Responsibilitie

• s:
  Act as a point of contact for technical incidents and service reque
• stsManage tickets end-to-end, ensuring SLA adherence and proper documentat
• ionPerform application and transaction-level troubleshoot
• ingMonitor payment and fraud systems and identify anomal
• iesHandle production incidents, root cause analysis, and resolution upda
• tesUse SQL for data validation and issue investigat
• ionCollaborate with Engineering, Product, Network, and Infrastructure te
• amsIdentify opportunities for automation and AI-driven improveme
• ntsCommunicate clearly with customers and stakehold

ers
Skill Requireme

• nts:
  Troubleshooting and Application Su
• pportIncident Management and Ticket Life
• cycleNetwork Fundame
• ntalsSQL / Database Know
• ledgePayment System Knowledge (P
• ayON)Fraud System Knowledge (RedSh
• ield)Automation and Basic AI Con
• ceptsStrong Communication S

kills
Experience and Qualific

• ation:
  Bachelors degree in IT, Computer Science, or relate
• d fieldL1/L2: 25 years of experience handling production in
• cidentsExperience in payments or fraud systems pr
• eferredWillingness to work in a 24x7 support envi