Product/Application Support Lead | Scrabble

Posted on May 19, 2025

Job Description

Role Product/Application Support Lead REPORTS TO  AVP/DVP DIRECT REPORTEES INDIRECT REPORTEES TBD TBD BRIEF BACKGROUND Hitachi Payment Services is a leading payment solutions provider in the country, enabling its customers to grow by offering technology- led cash & digital payment solutions while building a robust payment infrastructure in the country, driving financial empowerment and enabling social change. We cater to customers such as banks, payment aggregators and fintech players who are ready to capture the emerging opportunities in this payments segment. PURPOSE OF JOB We are seeking an experienced and proactive Application Support Lead to manage and ensure the reliable operation of our critical business applications. The ideal candidate will have a strong background in database programming, performance tuning, and issue resolution. This role involves providing technical support, performing in-depth root cause analysis (RCA), and collaborating closely with engineering and infrastructure teams to resolve incidents promptly and prevent recurrence. You will play a key role in maintaining application stability, optimizing performance, and driving continuous improvement in support processes. KEY RESPONSIBILITIES • Database Expertise: Develop, optimize, and troubleshoot SQL queries in MS SQL and PostgreSQL, with a focus on indexing, query performance, and data integrity. • Deployment & Troubleshooting: Oversee application deployments using Docker, identify root causes of issues, and implement fixes to ensure high system availability. • Code Management & Review: Manage code check-ins, analyze application data flow, transaction flow, and code flow to ensure performance and functionality meet business needs. • Root Cause Analysis (RCA): Conduct thorough RCAs for incidents, documenting findings clearly and communicating with both clients and engineering teams. • Documentation: Create and maintain detailed support documentation, including RCA reports, deployment procedures, and knowledge base articles. • Cross-Functional Collaboration: Partner with engineering and infrastructure teams to resolve complex issues, contribute to architectural discussions, and implement proactive improvements. • Advanced Technical Support: Serve as the escalation point for critical issues, ensuring timely resolution and high-quality support to clients and internal users. • System & Infrastructure Knowledge: Leverage understanding of network architecture, Linux environments, and application frameworks to troubleshoot and optimize application performance. QUALIFICATION/KNOWLEDGE/SKILLS/EXPERIENCE • Bachelor’s degree in Computer Science, Information Technology, or a related field. • Minimum 5-8 years of experience in application support, database management, or a related technical role. • Strong proficiency in MS SQL and PostgreSQL, with hands-on experience in database programming and performance tuning. • Practical experience with Docker for application deployment, configuration, and troubleshooting. • Excellent troubleshooting and problem-solving skills, especially in performance optimization and system flow analysis. • Solid understanding of application architecture, including transaction flow, data flow, and integration patterns. • Familiarity with Linux server environments and network architecture. • Strong communication skills, with the ability to clearly articulate technical issues and solutions to both technical and non- technical stakeholders.