Job Title: Support Lead Digital Banking

Location: Noida (Work from Office)
Work Schedule: 6 days a week (Including Saturdays (1st & 3rd) as per regulatory banking requirements)
Experience: 5- 10 Years
Role Type: Full-time

Job Purpose -

The Support Lead Digital Banking will be responsible for end-to-end production support and operational stability of the banks digital banking platforms. This role will lead support operations across Retail and Corporate Digital Channels, payment systems, and regulatory-driven applications, ensuring high availability, compliance, and customer experience excellence

Key Responsibilities

1. Digital Banking Application Support

- Lead L2/L3 support for:
- Retail Internet Banking
- Mobile Banking (Android / iOS)
- Corporate Internet Banking
- Internal Mobile Customer Onboarding Application
- Video KYC (VKYC)
- NRE / NRO Digital Journeys

- Ensure 24x7 availability, incident resolution, and SLA adherence.
- Perform root cause analysis (RCA) and implement permanent fixes.

2. Payment Systems Support

- Own end-to-end operational support for:
- IMPS
- NEFT
- RTGS
- IFT
- UPI
- Debit Cards

- Coordinate with NPCI, RBI, sponsor banks, vendors, and internal teams during incidents.
- Handle regulatory cut-offs, settlement cycles, and reconciliation issues.

3. Incident, Problem & Change Management

- Act as Incident Commander during major production issues.
- Drive problem management, trend analysis, and preventive actions.
- Participate in change management,



release validation, and production deployments.
- Prepare and present incident reports, RCA decks, and MIS to senior management.

4. Infrastructure & Technology Support

- Support applications hosted on AWS / Cloud environments.
- Robust hands-on exposure to:
- Operating Systems (Linux / Unix / Windows)
- Databases (Oracle / MySQL / PostgreSQL or similar)
- SQL querying for troubleshooting and reporting
- Web Servers (Apache / Nginx / IIS)
- Application Servers (WebLogic / Tomcat / JBoss)

- Monitor system health, performance, and capacity.

5. Regulatory & Compliance Adherence

- Ensure compliance with RBI, NPCI, and internal audit requirements.
- Support IS audits, VAPT, DR drills, BCP testing, and regulatory inspections.
- Maintain SOPs, runbooks, and operational documentation.

6. Team & Stakeholder Management

- Lead and mentor a small support team.
- Act as a bridge between IT, Business, Vendors, and Compliance teams.
- Ensure effective communication during incidents and business-impacting events.

Preferred Experience

- Prior experience in Banking or Financial Services
- Exposure to regulated production environments
- Experience supporting customer-facing, high-volume digital platforms

Work Conditions

- Work from Office Noida
- Saturday working as per RBI / regulatory and operational requirements
- Availability for on-call / extended support during major incidents or releases

📌 Support Lead Digital Banking (Noida)
🏢 Shivalik Small Finance Bank
📍 Noida