Technical Support Executive​/Senior Analyst

Position: Technical Support Executive / Senior Analyst
Role

Summary:

We are looking for a motivated Technical Support Executive to provide operational and application support for business-critical systems, including payment processing and fraud management platforms. The role involves incident handling, troubleshooting, ticket management, and customer communication, with responsibilities aligned to L1 and L2 support levels based on experience

.
Key Responsibilitie

s:
Act as a point of contact for technical incidents and service reque
sts Manage tickets end-to-end, ensuring SLA adherence and proper document at
ion Perform application and transaction-level troubleshoot
ing Monitor payment and fraud systems and identify anomal
ies Handle production incidents, root cause analysis, and resolution upda
tesUse SQL for data validation and issue investigat
ion Collaborate with Engineering, Product, Network, and Infrastructure te
ams Identify opportunities for automation and AI-driven improveme
nts Communicate clearly with customers and stakehold

ers
Skill Requireme

nts:
Troubleshooting and Application Su
pport

Incident Management and Ticket Life
cycle

Network Fundame
ntalsSQL / Database Know
ledge

Payment System Knowledge (P
ayON)
Fraud System Knowledge (Red Sh
ield)
Automation and Basic AI Con
cepts

Strong Communication S

kills
Experience and Qualific

ation:
Bachelor’s degree in IT, Computer Science, or relate
d fieldL1/L2: 2–5 years of experience handling production in
cidents

Experience in payments or fraud systems pr
eferred

Willingness to work in a 24x7 support envi

ronment