Bangalore, Karnataka
Job Summary
Overview: Focus on root‑cause analysis and permanent fixes . You’ll analyze patterns, produce high‑quality RCAs, and work with engineering to prevent recurrence. When needed, you’ll dive deep into code/config to support remediation.
What you’ll do
Lead problem investigations using structured techniques (5 Whys, Fishbone, fault tree).
Analyze logs, traces, and datasets to detect patterns across web/mobile/contact center journeys.
Propose and implement corrective actions (config hardening, retries, backoff, graceful degradation).
Partner with engineering on defect fixes; validate through targeted tests and canary rollouts.
Maintain problem records, track preventive actions, and measure effectiveness.
Support performance baselining and capacity planning for peak periods.
Skills you’ll bring
Solid troubleshooting skills; fluency with logs/metrics/traces and SQL.
Ability to read code/config (Java/.NET/Node is a plus) and understand API contracts.
Comfortable with CI/CD, feature flags, and rollback strategies.
Ability to read code/config and familiarity with cloud platforms (Azure and AWS).
Experience with TS2 and Mastercard is mandatory
Experience in consumer banking/card platforms; exposure to PCI and secure operations.
5+ yrs of experience
Key Responsibilities
Overview: Focus on root‑cause analysis and permanent fixes . You’ll analyze patterns, produce high‑quality RCAs, and work with engineering to prevent recurrence. When needed, you’ll dive deep into code/config to support remediation.
What you’ll do
Lead problem investigations using structured techniques (5 Whys, Fishbone, fault tree).
Analyze logs, traces, and datasets to detect patterns across web/mobile/contact center journeys.
Propose and implement corrective actions (config hardening, retries, backoff, graceful degradation).
Partner with engineering on defect fixes; validate through targeted tests and canary rollouts.
Maintain problem records, track preventive actions, and measure effectiveness.
Support performance baselining and capacity planning for peak periods.
Skills you’ll bring
Strong troubleshooting skills; fluency with logs/metrics/traces and SQL.
Ability to read code/config (Java/.NET/Node is a plus) and understand API contracts.
Comfortable with CI/CD, feature flags, and rollback strategies.
Ability to read code/config and familiarity with cloud platforms (Azure and AWS).
Experience with TS2 and Mastercard is mandatory
Experience in consumer banking/card platforms; exposure to PCI and secure operations.
5+ yrs of experience
Skill Requirements
L2 support with credit card domain - payment solution experience (TSYS)
Other Requirements
1. Itil Foundation Certification Is Optional But Valuable For This Role.
2. Certifications In Relevant Product Support Technologies Are Also Recommended.
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📌 Support Lead - Database Support (India)
🏢 HCLTech
📍 India