Technical Support Lead

We are looking for people who

• Bachelor’s degree in Computer Science, Engineering, or similar domain. Related professional/technical qualification will be advantageous although not mandatory.
• Minimum 8–10 years in supporting mobile, web portal application, and data systems.
• Proven experience in mobile (iOS, Android) and web portal development and architecture.
• Strong coding background (e.g. Java, C#, JavaScript/TypeScript, React, React Native, Angular, Flutter, Swift).
• Deep knowledge of cloud platforms (AWS, Azure, or GCP) and API design (REST, GraphQL, SOAP), CI/CD pipelines.
• Strong understanding of security protocols (OAuth2, JWT, SAML, SSL/TLS).
• Familiarity with microservices, containerization (Docker, Kubernetes), and modern DevOps.
• Hands-on development experience for batch monitoring and execution frameworks and/or encryption software.
• Hands-on experience in developing SQL queries, UNIX scripts, and ETL jobs using tools like Talend, DataStage for complex transformations.
• Hands-on end-to-end troubleshooting experience on production issues related to web/mobile applications.
• Good understanding of end-to-end web/mobile infrastructure (Imperva, edge routers, border routers, network load balancers, etc.).
• Experience in CI/CD environments with strong knowledge of version control and change management.
• Experience with automation tools (Bitbucket, Bamboo, Nexus, Dimensions, Selenium, etc.).
• Application performance monitoring and tuning experience is desired.
• Strong presenter with ability to explain root cause analysis and technical solutions to diverse audiences.
• Strong technical and business acumen with vendor management skills.
• Experience in financial services or regulated environments is an advantage.
• Cloud certification is an advantage.
• Strong teamwork, interpersonal, negotiation skills, and ability to work independently.

Position General Duties and Tasks

We are seeking a highly skilled Technical Support Engineer for the Customer Self-Served support team. The candidate must have strong understanding of mobile and portal application architecture, microservices, API principles, and data systems (data marts, ODS). The role focuses on ensuring stability and robustness of applications and systems.

• Responsible for continuous improvement of web/mobile applications and data systems to ensure stability and robustness
• Enhance application monitoring dashboards for system performance and health tracking
• Provide support and troubleshooting to ensure SLA compliance
• Perform root cause analysis (RCA) and post-incident reviews
• Conduct daily huddles to manage issues and ensure timely resolution
• Support BAU activities such as DR/BCP exercises, system/security patches
• Perform release management activities
• Monitor and ensure quality of vendor deliverables and adherence to standards
• Coordinate with testers during SIT and UAT to manage defects
• Collaborate with project managers, business analysts, infra teams, vendors, and internal teams for project delivery
• Prepare and present implementation models or new technologies to Enterprise Architecture (EA) review board
• Maintain proper documentation, knowledge base updates, and process compliance using JIRA and Confluence
• Act as a problem solver, collaborating with multiple teams including IT security to resolve issues
• Continuously learn and adapt to emerging technologies and architecture trends in web/mobile and data systems