Key Responsibilities

- Lead L1/L2 support operations for FASTag / NETC / NHAI payment systems in a 24×7 environment

- Monitor application servers, database servers (Windows/Linux), batch jobs, and interfaces
- Handle incident management, problem management, and root cause analysis (RCA).
- Ensure timely resolution of system issues, escalations, and SLA adherence.
- Support integrations with NPCI, banks, issuers, acquirers, and toll plaza systems.
- Coordinate deployment support, patching, and release activities.

Team & Process Management

- Lead and mentor a team of support engineers.

- Manage shift rosters, leave planning, and workload distribution.
- Ensure compliance with ITIL processes, SOPs, and audit requirements.
- Prepare MIS reports, dashboards, and operational metrics for stakeholders.

Stakeholder & Compliance

- Act as a single point of contact for clients, internal product teams, and vendors.

- Ensure adherence to NPCI / regulatory / security guidelines.
- Participate in audits, DR drills, and business continuity planning.

Required Skills & Qualifications Technical Skills





- Valuable hands-on experience in FASTag / NETC / NPCI / Payment Systems.

- Experience in L1/L2 production support for transaction-heavy systems.
- Hands on experience in database (MS SQL Server/ Oracle) writing SQL queries.
- Experience in web server (IIS), Security Certificates Installation.
- Knowledge of application monitoring tools, logs, and servers.
- Understanding of payment flows, settlement, reconciliation, and dispute handling.

***Desired knowledge of writing and understanding Stored Procedures

Leadership & Soft Skills

- Proven experience as a Lead / Senior Support Engineer.

- Strong stakeholder communication and escalation management.
- Ability to work under pressure in a 24×7 support environment.

Education

- Bachelor’s degree in Engineering, Computer Science, or equivalent.

Added Advantage

- Experience working with banks, toll operators, or fintech/payment companies.

- ITIL certification.
- Exposure to incident, problem, and change management frameworks.

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📌 Lead Application Support (Mumbai)
🏢 Winsoft Technologies India
📍 Mumbai