Company Overview

Incedo is a US-based consulting, data science and technology services firm with over 3000 people helping clients from our six offices across US, Mexico and India. We help our clients achieve competitive advantage through end-to-end digital transformation. Our uniqueness lies in bringing together strong engineering, data science, and design capabilities coupled with deep domain understanding. We combine services and products to maximize business impact for our clients in telecom, Banking, Wealth Management, product engineering and life science

& healthcare industries.

Working at Incedo will provide you an opportunity to work with industry leading client organizations, deep technology and domain experts, and global teams.

Incedo

University, our learning platform, provides ample learning opportunities starting with a structured onboarding program and carrying throughout various stages of your career. A variety of fun activities is also an integral part of our friendly work environment. Our flexible career paths allow you to grow into a program manager, a technical architect or a domain expert based on your skills and interests.

Our Mission is to enable our clients to maximize business impact from technology by

- Harnessing the transformational impact of emerging technologies
- Bridging the gap between business and technology

Role Description

Key Responsibilities

- Provide L1 and L2 production support for Payment Applications servicing US markets.
- Investigate, analyze, and resolve production incidents and service requests within defined SLA commitments.
- Execute SQL queries to retrieve, validate, and analyze production data for troubleshooting and reporting purposes.
- Coordinate with various stakeholders, including end users, engineering teams, infrastructure teams, product owners, and third-party vendors to ensure timely issue resolution.




- Track, document, and manage incidents, service requests, root cause analyses, and resolutions using Jira or other ticketing tools.
- Prepare and maintain operational documentation, including SOPs, knowledge base articles, SLA adherence reports, and production issue trackers.
- Monitor application and infrastructure health, proactively identifying and escalating potential issues.
- Support production releases, client go-lives, disaster recovery (DR) drills, audits, and other operational activities as required.
- Work From Office (WFO) position, and the selected candidate will be required to work from the designated (ODC) – Gurugram, India.
- Participate in weekend and off-hours support activities based on business and operational requirements.

Technical Skills

Qualifications & Skills

- Bachelor’s degree in Computer Science, Information Technology, Computer Engineering, or a related field.
- 2–3 years of experience in Application Support, preferably within Banking, Payments, or Financial Services domains.
- Strong knowledge of SQL, including the ability to write and execute queries for data analysis and troubleshooting.
- Experience working with incident management and ticketing tools such as Jira.
- Excellent analytical, problem-solving, and troubleshooting skills.
- Strong verbal and written communication skills with the ability to interact effectively with technical and business stakeholders.
- Willingness to work in night shifts (mainly 7:30PM – 4:30AM IST Shift) and provide weekend support when required.
- Ability to work independently while effectively collaborating within a team workplace.

Nice-to-have skills

Qualifications

Company Value

We value diversity at Incedo. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

📌 Senior-Software Engineer (Gurugram)
🏢 Incedo
📍 Gurugram