Senior Support Engineer
Role Purpose
The Senior Support Analyst is responsible for ensuring the stability, availability, performance, and operational support of the Fenergo KYC SaaS platform and its associated integrations.
The role combines Production Support, ITIL Service Management, and SRE practices to deliver reliable and effective support services across business-critical KYC and Client Lifecycle Management processes. The individual will act as a key member of the L1/L2 support function, working closely with Business Users, Fenergo Managed Services, Engineering Teams, Infrastructure, Cloud Operations, and Service Management teams to resolve incidents, improve platform reliability, and support operational excellence.

Key Responsibilities
Production Support & Service Operations
• Provide L1/L2 support for the Fenergo platform and associated integrations.
• Monitor application health, service availability, and operational performance.
• Investigate and resolve incidents, service requests, and production issues within agreed SLA targets.




• Perform detailed troubleshooting across application, integration, infrastructure, and data layers.
• Conduct impact analysis and coordinate resolution activities during service disruptions.
• Support major incident management activities and bridge calls.
• Maintain operational support documentation, runbooks, and knowledge articles.
• Perform post-incident reviews and contribute to root cause analysis activities.
• Participate in on-call and out-of-hours support rotations where required.

Site Reliability Engineering (SRE)
• Support implementation of SRE best practices across the platform.
• Monitor and maintain Service Level Indicators (SLIs) and Service Level Objectives (SLOs).
• Identify recurring issues and reliability improvement prospects.
• Assist in implementing automation solutions to reduce manual operational effort.
• Analyse trends, alerts, and system behaviour to proactively prevent incidents.
• Support perform

📌 Senior Support Engineer Bengaluru (India)
🏢 LSEG
📍 India