Technical Support Executive / Senior Analyst

As a Technical Support Executive, your role involves providing operational and application support for business-critical systems, including payment processing and fraud management platforms. You will handle incident handling, troubleshooting, ticket management, and customer communication, with responsibilities aligned to L1 and L2 support levels based on experience. Key Responsibilities: - Act as a point of contact for technical incidents and service requests - Manage tickets end-to-end, ensuring SLA adherence and proper documentation - Perform application and transaction-level troubleshooting - Monitor payment and fraud systems to identify anomalies - Handle production incidents, conduct root cause analysis, and provide resolution updates - Utilize SQL for data validation and issue investigation - Collaborate with Engineering, Product, Network, and Infrastructure teams - Identify opportunities for automation and AI-driven improvements - Communicate clearly with customers and stakeholders Skill Requirements: - Troubleshooting and Application Support - Incident Management and Ticket Lifecycle - Network Fundamentals - SQL / Database Knowledge - Payment System Knowledge (PayON) - Fraud System Knowledge (RedShield) - Automation and Basic AI Concepts - Strong Communication Skills Experience and Qualification: - Bachelors degree in IT, Computer Science, or related field - 25 years of experience handling production incidents at L1/L2 support levels - Experience in payments or fraud systems preferred - Willingness to work in a 24x7 support environment As a Technical Support Executive, your role involves providing operational and application support for business-critical systems, including payment processing and fraud management platforms. You will handle incident handling, troubleshooting, ticket management, and customer communication, with responsibilities aligned to L1 and L2 support levels based on experience. Key Responsibilities: - Act as a point of contact for technical incidents and service requests - Manage tickets end-to-end, ensuring SLA adherence and proper documentation - Perform application and transaction-level troubleshooting - Monitor payment and fraud systems to identify anomalies - Handle production incidents, conduct root cause analysis, and provide resolution updates - Utilize SQL for data validation and issue investigation - Collaborate with Engineering, Product, Network, and Infrastructure teams - Identify opportunities for automation and AI-driven improvements - Communicate clearly with customers and stakeholders Skill Requirements: - Troubleshooting and Application Support - Incident Management and Ticket Lifecycle - Network Fundamentals - SQL / Database Knowledge - Payment System Knowledge (PayON) - Fraud System Knowledge (RedShield) - Automation and Basic AI Concepts - Strong Communication Skills Experience and Qualification: - Bachelors degree in IT, Computer Science, or related field - 25 years of experience handling production incidents at L1/L2 support levels - Experience in payments or fraud systems preferred - Willingness to work in a 24x7 support environment