Application Support Engineer

Key Responsibilities General Application Support Provide L1/L2 production support for LOS, LMS, Collections, and Reporting applications, ensuring high availability and minimal downtime. Monitor batch jobs, EOD processes, interfaces, and scheduled reports; proactively identify and resolve failures. Log, triage, and resolve incidents/service requests within defined SLAs using ticketing tools (e.g., Asana, Internal Ticketing Tool). Perform root cause analysis (RCA) for recurring issues and coordinate permanent fixes with development teams. Maintain support documentation, runbooks, SOPs, and knowledge base articles. LOS (Loan Origination System) Support end-to-end loan application lifecycle: lead capture, KYC, credit bureau checks, underwriting, approval workflows, and disbursement. Troubleshoot issues related to application workflows, document management, e-sign/e-NACH integrations, and third-party API failures (CIBIL/Experian, PAN/Aadhaar validation, etc.). Coordinate with credit, sales, and operations teams to resolve origination bottlenecks. LMS (Loan Management System) Support loan servicing operations: EMI schedules, interest/penalty computation, repayments, foreclosure, part- payments, and NPA classification. Investigate and resolve discrepancies in accounting entries, ledger postings, and interest accrual logic. Support integrations with core banking, payment gateways, and NACH/ACH mandates. Collections Support collections workflows including bucket allocation, dialer/field agent assignment, PTP (Promise to Pay) tracking, and recovery updates. Troubleshoot issues in collections dashboards, allocation logic, and third-party collection agency integrations. Assist in configuring escalation matrices and delinquency bucket rules as per business requirements. Reports / MIS Support generation and troubleshooting of regulatory, management, and operational reports (RBI/regulatory returns, portfolio reports, NPA reports, audit reports). Investigate data mismatches between source systems and reports; coordinate with BI/DWH teams for fixes. Support ad-hoc reporting requests from business, finance, credit, and risk teams. Required Skills & Qualifications Bachelor's degree in Computer Science, IT, or related field. 5+ years of experience supporting lending/BFSI applications (LOS, LMS, Collections, or similar). Strong understanding of loan lifecycle: origination, disbursement, servicing, collections, and closure. Working knowledge of SQL (writing/debugging queries) for data analysis and issue triaging. Experience with API/integration troubleshooting (bureau, payment gateway, NACH/UPI, e-sign). Basic understanding of Unix/Linux commands and job scheduling tools. Exposure to reporting/BI tools (Power BI, Tableau, SSRS, Jasper) is a plus. Preferred / Good to Have Experience with specific lending platforms is a plus. Knowledge of regulatory reporting requirements (RBI/NBFC guidelines) for Indian BFSI, or equivalent for other geographies. Exposure to core banking systems and NPA/IRAC norms. Basic scripting (Shell/Python) for automation of routine checks. Soft Skills Strong analytical and problem-solving skills with attention to detail. Ability to work under pressure during EOD/EOM/EOY cycles and production incidents. Good communication skills to liaise with business, vendors, and technical teams. Willingness to work in shifts / provide on-call support as needed. Key Performance Indicators (KPIs) Incident resolution within SLA (L1/L2/L3 turnaround time) Reduction in recurring incidents (RCA effectiveness) Batch job / EOD success rate Report accuracy and timeliness Customer/business satisfaction score for support tickets