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.
Solid stakeholder communication and escalation management.
Ability to work under pressure in a 24×7 support setting.
Education
Bachelor’s degree in Engineering, Computer Science, or equivalent.
Added Advantage
Experience working with banks, toll operators, or fintech/payment companies.
ITIL c

📌 Lead Application Support Mumbai
🏢 Winsoft Technologies India
📍 Mumbai