Role Purpose

The ATM Switch Production Support Engineer – L2 will be responsible for maintaining the stability, availability, performance and continuous improvement of the Bank’s ATM Switch ecosystem. The role covers L2 production support, incident and problem management, temporary and permanent fixes, defect and bug-fix coordination, switch improvements, BCP/DR participation, monitoring enhancement, release support and process automation.

Role Scope •

Support ATM, POS, E-Commerce, Card Management and payment switch integrations across domestic and international card transaction flows. • Provide L2 support for critical transaction processing across NPCI/RuPay, VISA, Mastercard, NFS, interchange and host system integrations. • Coordinate with L1 operations, infrastructure, network, database, security, application development, vendors and business/operations teams to ensure timely service restoration and long-term stability. • Contribute to operational resilience through DR drills, failover/failback validation, preventive monitoring, automation and structured knowledge management.





Key Responsibilities

1. Production Support and Service Operations • Provide Level-2 production support for ATM Switch, Card Management Systems, DCMS/CCMS and related channel banking applications. • Monitor application health, transaction flows, switch queues, interface availability, host connectivity and network communication channels. • Analyse production issues using application logs, traces, dashboards, transaction data and database queries. • Ensure timely resolution of production incidents within agreed SLAs and operational risk controls. 2. Incident Management, Temporary Fixes and Permanent Fixes • Take ownership of P1/P2 and business-critical incidents from L2 perspective, including diagnosis, workaround, service restoration and stakeholder updates. • Implement approved temporary fixes to restore service quickly while ensuring operational risk is assessed and controlled. • Drive

📌 Technologist II-SUPPORT SERVICES-CTO (Thane)
🏢 Kotak
📍 Thane