Grade:

Position Name: Consultant

Company overview

About Voya India

Voya India (earlier VFISLK) started out as a joint venture between U.S. financial services company Voya Financial and SLK, a software services company and is head quartered at Bangalore. As of Aug 2023, we are a wholly owned subsidiary of Voya Financial. We are a dynamic technology & business process transformation company that provides world-class technology & business process management services, with an emphasis on quality, speed & optimization driven through automation.

We support and deliver innovative solutions to Voya’s Retirement, Employee Benefits, and Investment Management businesses.

More information about us is available at: https://www.voyaindia.com

Get to Know the Opportunity

The purpose of Production Support and maintenance - Senior Developer is to manage incidents, troubleshoot and make small enhancement to applications within Investment Management in production setting. The position requires flexibility to work in shift-based model.

The Contributions You Will Make

- Provide Level 2 Production Application Support Services, including monitoring, incident triage, troubleshooting, recovery, escalation, problem management, and coordination with L3 and external vendors
- Adhere to established Incident Management and Problem Management processes.
- Perform initial triage, troubleshooting,



and analysis of production issues using defined SOPs and the Known Error Database (KED).
- Identify and analyze root causes of recurring or business-critical incidents.
- Establish and follow defined handover and escalation procedures between support levels.
- Maintain continuous documentation of incidents, problem records, resolutions, and KED updates.
- Categorize incidents based on business impact, application criticality, and priority.
- Contribute to Root Cause Analysis (RCA) and Problem Management activities.
- Participate in Major Incident Management activities, bridge calls, impact assessment, technical investigation, and post-incident reviews.
- Provide timely response, resolution, or workarounds in accordance with agreed service levels.
- Collaborate with stakeholders and L3 teams to improve support team knowledge and increase first-level resolution rates.
- Support application onboarding, knowledge transfer, runbook validation, and operational readiness activities for new applications.
- Analyze application logs, database records, configurations, and relevant code for diagnostic purposes and coordinate with L3/development teams for permanent fixes.
- Liaise with external vendors where issue resolution requires third-party involvement.

Education Qualification

Engineering Graduate or master’s in computer science/information science or Equivalent

Expected Minimum Knowledge & Experience

Other Required Critical Skills

📌 Consultant (India)
🏢 Voya Financial
📍 India