Tech Ops Engineering I-SUPPORT SERVICES-CTO - In House Engineering

Internal document | ATM Switch L2 Production Support JDThis is an Internal document.
Job Description
ATM Switch Production Support Engineer – L2 Location Thane / Mumbai Department Technology Operations / Production Support Reporting To Service Delivery Manager / Production Support Manager Support Model 24x7 production / on-call support Experience 3 to 6 years production support in ATM/Payment Switch Employment Type Full-time Role Level L2 Production Support Domain ATM Switch, Cards and Payment Switching
Role Purpose
The ATM Switch Production Support Engineer – L2 will be responsible for maintaining the stability, availability, performance and continuous improvement of the Bank’s ATM Switch ecosystem. The role covers L2 production support, incident and problem management, temporary and permanent fixes, defect and bug-fix coordination, switch improvements, BCP/DR participation, monitoring enhancement, release support and process automation.
Role Scope
•
Support ATM, POS, E-Commerce, Card Management and payment switch integrations across domestic and international card transaction flows.
•
Provide L2 support for critical transaction processing across NPCI/RuPay, VISA, Mastercard, NFS, interchange and host system integrations.
•
Coordinate with L1 operations, infrastructure, network, database, security, application development, vendors and business/operations teams to ensure timely service restoration and long-term stability.
•
Contribute to operational resilience through DR drills, failover/failback validation, preventive monitoring, automation and structured knowledge management.
Key Responsibilities
1. Production Support and Service Operations
•
Provide Level-2 production support for ATM Switch, Card Management Systems, DCMS/CCMS and related channel banking applications.
•
Monitor application health, transaction flows, switch queues, interface availability, host connectivity and network communication channels.
•
Analyse production issues using application logs, traces, dashboards, transaction data and database queries.
•
Ensure timely resolution of production incidents within agreed SLAs and operational risk controls.
2. Incident Management, Temporary Fixes and Permanent Fixes
•
Take ownership of P1/P2 and business-critical incidents from L2 perspective, including diagnosis, workaround, service restoration and stakeholder updates.
•
Implement approved temporary fixes to restore service quickly while ensuring operational risk is assessed and controlled.
•
Drive root cause analysis, corrective actions and permanent fixes to prevent recurrence.
•
Maintain clear incident timelines, technical observations, action owners, RCA inputs and closure evidence.
3. ATM Switch Improvements and Bug Fix Management
•
Identify functional, technical and operational improvement opportunities in ATM Switch transaction processing, routing, authorisation, settlement and reconciliation flows.
Internal document | ATM Switch L2 Production Support JDThis is an Internal document.
•
Track application defects, recurring bugs and product issues with internal development teams and switch vendors until closure.
•
Participate in solution validation, SIT/UAT support, regression testing and production readiness checks for switch fixes and enhancements.
•
Ensure bug fixes are prioritised based on business impact, risk, incident recurrence and regulatory or audit relevance.
4. Problem Management and Stability Improvement
•
Analyse recurring incidents, decline patterns, exception scenarios and operational trends to identify systemic issues.
•
Prepare preventive and corrective action plans to improve reliability, reduce repeat incidents and improve transaction success rates.
•
Work with technology teams and vendors to implement performance tuning, monitoring enhancements and reliability improvements.
•
Contribute to knowledge articles, troubleshooting guides, runbooks and standard operating procedures.
5. Change, Release and Deployment Support
•
Support production deployments, application patching, platform upgrades, switch configuration changes and release activities.
•
Perform impact analysis, implementation checks, rollback planning, sanity testing and post-deployment validation.
•
Ensure changes are executed with minimal business disruption and aligned with change management governance.
6. BCP, DR and Operational Resilience
•
Participate in BCP/DR drills, regulatory exercises and planned failover/failback activities for ATM Switch and connected systems.
•
Validate switch readiness across primary and DR environments, including application, database, interface, host and network dependencies.
•
Document DR observations, gaps, action items and closure evidence to strengthen operational resilience.
•
Support high availability environments and business continuity readiness for critical payment services.
7. Automation and Continuous Improvement
•
Identify repetitive operational activities suitable for automation, including monitoring, reporting, reconciliation checks, alert enrichment and production validation.
•
Develop or support scripts, utilities and dashboards using Shell/Python/SQL or approved automation tools.
•
Promote self-healing or preventive monitoring mechanisms where feasible to reduce manual intervention and operational risk.
•
Measure improvement outcomes through reduced MTTR, lower repeat incidents, faster reporting and improved SLA adherence.
8. Compliance, Audit and Risk Controls
•
Ensure support activities comply with RBI/NPCI requirements, internal Information Security policies, operational risk frameworks and audit expectations.
•
Provide evidence, technical explanations and closure inputs for internal, statutory, regulatory and information security audits.
•
Track audit observations and control gaps related to ATM Switch operations until closure.
9. Vendor and Stakeholder Management
•
Coordinate with ATM Switch vendors, network partners, third-party service providers and internal stakeholders for issue resolution and service improvement.
•
Follow up on vendor defects, RCAs, remediation plans, patch deliveries and product-level fixes.
•
Communicate effectively during incidents, changes, releases, DR drills, audits and governance reviews.
Internal document | ATM Switch L2 Production Support JDThis is an Internal document.
Technical Skills Skill Area Expected Capability ATM / Payment Switch Domain
ATM Switch support, payment switching, card transaction processing, VISA, Mastercard, RuPay, NFS, interchange, host integration and ISO8583 messaging. Transaction Analysis
Transaction lifecycle analysis, decline analysis, routing, authorisation, settlement, reconciliation and exception investigation. Database
Oracle Database, SQL, PL/SQL, complex troubleshooting queries, data validation and performance query analysis. Operating Systems
Linux/Unix operations, shell scripting, log analysis and batch/process monitoring. Integration and Middleware
APIs, web services, TCP/IP communication, host interfaces and network connectivity troubleshooting. ITSM and Monitoring
ServiceNow/BMC Remedy/Jira, Grafana or equivalent monitoring, alerting, dashboarding and incident/problem/change processes. Automation
Shell/Python scripting, SQL utilities, reporting automation and operational process optimisation. Preferred Exposure
DevOps tools, Java application support, NPCI/VISA/Mastercard simulators, Finsim or equivalent transaction simulators.
Key Performance Indicators KPI Success Measure MTTR
Reduction in mean time to restore/resolve incidents. Incident SLA Compliance
Timely closure of incidents within agreed severity-wise SLAs. P1/P2 Management
Effective service restoration, escalation, communication, RCA and preventive action tracking. Repeat Incident Reduction
Reduction in recurring incidents through permanent fixes and preventive controls. Switch Stability and Availability
Improved application availability, transaction continuity and reduced business disruption. Automation Benefits
Reduction in manual activities, faster reporting, improved monitoring and reduced operational risk. Audit and Control Compliance
Timely closure of audit observations and adherence to regulatory/internal control requirements.
Behavioural Competencies
•
Strong analytical, diagnostic and structured problem-solving capability.
•
Calm, ownership-driven approach during high-pressure production incidents.
•
Clear written and verbal communication with business, technology, vendor and leadership stakeholders.
•
Strong documentation discipline for RCA, runbooks, SOPs, deployment records and audit evidence.
•
Collaborative working style with ability to coordinate across multiple internal and external teams.
•
Continuous improvement mindset with focus on resiliency, automation and operational excellence.
Educational Qualifications and Experience
•
Bachelor’s degree in Engineering, Computer Science, Information Technology, MCA or equivalent technical qualification.
•
3 to 6 years of production support experience, including minimum 3 years in ATM Switch or Payment Switch support.
•
Experience supporting ATM, POS, E-Commerce or card transaction processing environments in a banking, financial services or payment processing organisation.
•
Preferred: ITIL Foundation certification, exposure to DR/BCP exercises, major incident management and audit/regulatory support.
Expected Outcomes from the Role
•
Stable and resilient ATM Switch production operations with faster incident restoration and reduced repeat issues.
•
Structured handling of temporary fixes, permanent fixes, bug fixes and vendor/product remediation.
Internal document | ATM Switch L2 Production Support JDThis is an Internal document.
•
Improved monitoring, automation and process efficiency across routine operational activities.
•
Effective support for BCP/DR readiness, releases, audits and regulatory expectations.
•
Clear documentation, governance discipline and stakeholder communication across production support activities.