Job Description Lead Application Support

Function: Information Technology
Location: Jogeshwari, Mumbai
Reporting To: Chief Technology Officer

Primary Responsibilities
Build and scale the lending support department, including processes, shift rotations, SOPs, and team structure.
Implement ITIL-aligned incident, problem, and change management frameworks, KPIs, and SLAs.
Handle escalations and troubleshoot production issues across Loan Origination Systems (LOS), Credit Decisioning Engines, and Loan Management Systems (LMS).
Set up ticketing and monitoring tools such as Jira Service Management and ServiceNow.
Create troubleshooting documentation for financial batch files, EOD processing, payment gateways, and credit bureau APIs.
Establish technical support and escalation processes with external vendors and partners.
Recruit, onboard, and mentor support analysts and engineers.

Required Skills




Experience in building support frameworks and teams from scratch.
Positive knowledge of the end-to-end lending lifecycle, automated underwriting, financial calculation engines, and payment settlement.
Hands-on experience with SQL databases, API/microservices logs, and monitoring tools.
Solid knowledge of ITIL frameworks and excellent communication skills.

Qualification

Bachelor’s/Master’s degree, preferably in Computer Science, Information Technology, Systems Security, or a related field.

Industry Experience

7–9+ years in IT application support or production engineering, including at least 3+ years in a leadership/supervisory role within the lending or banking domain.

📌 Application Support Lead Jogeshwari, Mumbai
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