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