Technologist II-SUPPORT SERVICES-CTO - Support services

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.