Support Lead Digital Banking

Job Title: Support Lead Digital Banking Location: Noida (Work from Office) Work Schedule: 6 days a week (Including Saturdays (1st & 3rd) as per regulatory banking requirements) Experience: 5- 10 Years Role Type: Full-time Job Purpose - The Support Lead Digital Banking will be responsible for end-to-end production support and operational stability of the banks digital banking platforms. This role will lead support operations across Retail and Corporate Digital Channels , payment systems, and regulatory-driven applications, ensuring high availability, compliance, and customer experience excellence Key Responsibilities 1. Digital Banking Application Support Lead L2/L3 support for: Retail Internet Banking Mobile Banking (Android / iOS) Corporate Internet Banking Internal Mobile Customer Onboarding Application Video KYC (VKYC) NRE / NRO Digital Journeys Ensure 24x7 availability , incident resolution, and SLA adherence. Perform root cause analysis (RCA) and implement permanent fixes. 2. Payment Systems Support Own end-to-end operational support for: IMPS NEFT RTGS IFT UPI Debit Cards Coordinate with NPCI, RBI, sponsor banks, vendors, and internal teams during incidents. Handle regulatory cut-offs, settlement cycles, and reconciliation issues . 3. Incident, Problem & Change Management Act as Incident Commander during major production issues. Drive problem management , trend analysis, and preventive actions. Participate in change management , release validation, and production deployments. Prepare and present incident reports, RCA decks, and MIS to senior management. 4. Infrastructure & Technology Support Support applications hosted on AWS / Cloud environments . Strong hands-on exposure to: Operating Systems (Linux / Unix / Windows) Databases (Oracle / MySQL / PostgreSQL or similar) SQL querying for troubleshooting and reporting Web Servers (Apache / Nginx / IIS) Application Servers (WebLogic / Tomcat / JBoss) Monitor system health, performance, and capacity. 5. Regulatory & Compliance Adherence Ensure compliance with RBI, NPCI, and internal audit requirements . Support IS audits, VAPT, DR drills, BCP testing , and regulatory inspections. Maintain SOPs, runbooks, and operational documentation. 6. Team & Stakeholder Management Lead and mentor a small support team. Act as a bridge between IT, Business, Vendors, and Compliance teams . Ensure effective communication during incidents and business-impacting events. Preferred Experience Prior experience in Banking or Financial Services Exposure to regulated production environments Experience supporting customer-facing, high-volume digital platforms Work Conditions Work from Office Noida Saturday working as per RBI / regulatory and operational requirements Availability for on-call / extended support during major incidents or releases