The role
Job description
Job Details:
Position : Senior Manager- Forex/Debit Card Application Support
Experience : 10+ years
Location : Jaipur, Rajasthan (WFO 5.5 Days, Alternative Saturdays will be off)
Job Purpose
To lead and deliver end-to-end technical support for Forex Card / Prepaid Card applications, ensuring high availability, rapid incident resolution, and seamless deployment operations. The role requires strong technical depth in Node.js and Oracle database, with a proactive approach to troubleshooting, root cause analysis, and service improvement.
Key Responsibilities
1. Application Support & Uptime Management
· Ensure high availability and uptime of Forex Card / Prepaid Card applications.
· Monitor application health, integrations, and transaction flows.
· Implement preventive measures to minimize downtime and recurring issues.
2. Incident & Problem Management
· Lead incident resolution (L2/L3 troubleshooting) with defined SLA adherence.
· Perform deep-dive RCA (Root Cause Analysis) for critical and recurring incidents.
· Coordinate with stakeholders (business, vendors, infra teams) for resolution closure.
· Maintain incident knowledge base and contribute to problem management practices.
3. Technical Troubleshooting & Analysis
· Diagnose complex issues across:
o Node.js application stack
o Oracle database (queries, performance tuning, data issues)
o API/integration layers (REST/SOAP)
· Analyze logs, transaction flows, and system dependencies to identify root causes.
· Provide quick workarounds and long-term fixes.
4. Deployment & Release Support
· Manage code deployments, patches, and releases across environments (UAT/Production).
· Support release validation, rollback planning, and post-deployment monitoring.
· Ensure deployment compliance with change management processes (CAB).
5. Service Request Fulfillment
· Handle and track service requests (user access, configuration changes, data corrections).
· Ensure timely delivery within defined SLAs.
· Standardize and automate frequent service requests where feasible.
6. Stakeholder & Vendor Coordination
· Act as primary technical SPOC for Forex Card application support.
· Coordinate with:
o External vendors (e.g., card processors, payment gateways)
o Internal teams (infra, DB, network, security)
· Drive effective communication during major incidents and outages.
7. Continuous Improvement & Governance
· Identify opportunities for automation, monitoring enhancements, and process improvements.
· Support audit, compliance, and control requirements.
· Contribute to SOP documentation, runbooks, and knowledge management.
Technical Skills Required
· Strong hands-on experience in:
o Node.js (backend application support and debugging)
o Oracle Database (SQL, performance tuning, data analysis)
· Good understanding of:
o API integrations (REST/SOAP)
o Application logs and monitoring tools
o Unix/Linux environment
· Experience in ITSM tools (incident, change, problem management processes)
Domain Expertise
· Experience in Forex Card / Prepaid Card systems is highly preferred.
· Exposure to banking/payments domain will be an added advantage.
Qualification
· B.Tech / MCA / Equivalent in Computer Science or related field
Experience
· 10+ years of experience in application support / production support roles
· Proven experience handling mission-critical systems in banking or payments domain
Key Competencies
· Strong analytical and problem-solving skills
· Ability to handle high-pressure production environments
· Stakeholder management and clear communication
· Ownership-driven and proactive mindset
Success Metrics / KPIs
· Application uptime (% availability)
· Incident closure within SLA
· Reduction in repeat incidents / defects
· Deployment success rate
· Service request TAT adherence