Project Role

Production Support lead

Designation / Job Title

LA/AC

Years of Experience

10+ Years

Location

Bangalore, India, with a hybrid working arrangement of 3 days in the office and 2 days remote.

Position Start Date (DD/MM/YY)

13/07/2026

Position / Job Description

The Production Support Lead is responsible for leading the resolution of complex support issues across the global HotScan client base. This role requires strong technical and functional judgement, structured problem solving, clear stakeholder communication, and the ability to drive issues to resolution in business critical client environments.

Job Role /
Your future duties & responsibilities

The ideal candidate will have extensive experience leading production support for enterprise applications in the financial services industry, preferably within regulatory compliance, sanctions screening, AML, customer screening, or transaction monitoring. The candidate must combine technical investigation skills with strong functional understanding, client communication, and problem solving ability.

Key Responsibilities:

. Lead complex production support investigations from initial triage through root cause analysis, resolution, and client communication.
. Analyse technical and functional issues across application workflows, database records, logs, integrations, configuration, and operational processes.
. Prepare and review RCA reports, investigation summaries, workaround options, and corrective / preventive action plans.
. Challenge and validate technical analysis from development and QA teams to ensure conclusions are accurate, complete, and client ready.
. Support release, patch, and defect validation activities by providing production support insight, client context, and real world usage scenarios.
. Collaborate with internal and external cross functional teams including development, testing, application management and infrastructure.
. Manage client support meetings, serve as a primary point of contact for clients, and provide regular updates on incident status and resolutions.
. Maintain and strengthen client relationships by collaborating with client delivery managers and ensuring client needs are met efficiently.
. Act as a liaison between development, testing teams,



and clients to ensure smooth communication and effective issue resolution.
. Provide expert functional consultancy to clients, ensuring alignment with their needs and regulatory requirements.
. Assist in the design and implementation of product solutions that meet both business and regulatory requirements.
. Actively participate in development and quality assurance cycles, contributing valuable insights and expertise.
. Work collaboratively with global and local IP support teams to ensure seamless support and service delivery.
. Conduct training sessions and workshops for internal teams and customers to ensure effective use of the product.
. Stay informed about industry trends, regulatory changes, and best practices in compliance to build product and industry expertise.

Required qualifications
for this role

. Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field. A Master's degree or relevant certifications (e.g., ITIL, PMP) is preferred. (BE, Btech., MCA)
. Minimum of 10 years of experience in product support, functional consultancy, or technical roles, with a focus on KYC, Sanction Screening, Customer Screening, and Transaction Monitoring. Experience should include leading complex production investigations, managing client facing support communications, coordinating cross functional teams, and contributing to RCA / corrective action processes.

Technologies/Tools required

. Strong technical investigation capability with demonstrated expertise in one or more of the following: Java, PL/SQL, SQL, C, Unix scripting, Oracle, application logs, integration flows, or enterprise batch / transaction processing.
. Proficiency in defect tracking and incident management such as JIRA Service Desk, JIRA (defect tracking), Service Now, Confluence.

Skills

. Experience with data analysis and reporting tools, particularly in the context of compliance and risk management.
. Familiarity with leading compliance and screening products, such as HotScan,



Actimize, Fircosoft or similar.
. Certifications related to KYC, AML, or compliance (e.g., CAMS, CKYCA).
. It will be advantageous to have prior experience with cloud services and technologies, such as serverless computing, microservices architecture, and containerization (Docker, Kubernetes)
. Robust ownership mindset and ability to drive production issues to closure.
. Excellent written and verbal communication skills, including client facing incident updates and RCA documentation.

Product mindset with the ability to understand how technical issues impact business operations and regulatory processes.

Panel Details

Technical Panel:
Guchait, Mrinal K [email protected]
Bandopadhyay, Subhanga [email protected]

Managerial Panel:
Kadabageri, Mahendra [email protected]
Dharni, Jasvir [email protected]

Your future duties and responsibilities

Required qualifications to be successful in this role

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

That same commitment to fairness extends to how we use technology. To support our recruitment team, AI tools may be used to help assess applications though they never replace human judgement. All hiring decisions remain entirely in the hands of our recruitment professionals.

Come join our team—one of the largest IT and business consulting services firms in the world.

📌 Production Support Lead (India)
🏢 CGI
📍 India