Incident Management & User Support

- Act as the first point of contact for business users for LOS/LMS production issues.
- Understand and analyze issues reported by users across Sales, Credit, Operations, Collections, Customer Service, and other lending functions.
- Perform initial troubleshooting and identify system, process, data, or integration-related issues.
- Assess business impact and prioritize incidents based on severity and urgency.

Vendor Coordination
- Prepare explicit and detailed problem statements along with supporting evidence such as logs, screenshots, transaction details, and impact analysis.
- Coordinate with LOS/LMS vendors and technology partners for issue resolution.
- Follow up proactively with vendors to ensure timely closure of incidents.
- Validate fixes provided by vendors before deployment to production.

Problem Management & Permanent Fixes
- Track recurring incidents and work with vendors and internal teams to identify permanent corrective actions.
- Ensure that issues are not repeatedly occurring by driving long-term resolutions.
- Maintain a repository of known issues, solutions, and workarounds.

Root Cause Analysis (RCA)
- Obtain detailed Root Cause Analysis (RCA) reports from vendors for all major incidents.
- Review RCA reports for completeness and accuracy.




- Track preventive and corrective actions arising from RCA findings.
- Present incident summaries and RCA updates to stakeholders when required.

Ticket Management & Documentation
- Raise, update, monitor, and close tickets in the organization's ticketing system.
- Maintain accurate records of issue details, troubleshooting steps, vendor communications, and resolutions.
- Ensure tickets comply with SLA commitments and audit requirements.
- Publish regular incident and support status reports.

Service Monitoring & Governance
- Monitor application health and critical business processes.
- Escalate critical production issues to the appropriate stakeholders.
- Participate in release validation and post-deployment monitoring activities.
- Support business continuity and operational stability initiatives.

Required Qualifications
- Bachelor's Degree in Engineering, Computer Science, Information Technology, or a related field.
- Minimum 3 years of experience in:
- Production Support, OR

- Application Testing/UAT Support
- Experience in Lending platforms such as:

- Loan Origination Systems (LOS)

- Loan Management Systems (LMS)

- Lending Product Process Management

📌 IT Production Support - LMS/LOS (Guwahati)
🏢 TVS Credit Services
📍 Guwahati