Monitor payment systems and batch processes to ensure high system availability and performance.
Investigate and resolve production incidents within defined SLA timelines, conducting root cause analysis to prevent recurrence.
Support processing of real-time and batch payments, troubleshooting transaction failures, rejects, and reconciliation issues.
Communicate proactively with clients and internal stakeholders, providing incident updates, resolution reports, and post-incident summaries.
Perform Unix/Linux server checks, review logs, and execute SQL queries to analyze and resolve operational issues.
Support ongoing production releases, validation, and post-deployment activities, including smoke testing.
Manage incident and service request tickets, ensuring proper documentation and escalation processes.
Collaborate with development, infrastructure, and QA teams for troubleshooting and continuous process improvement.
Create and update runbooks, operational documentation, and escalation procedures.
Contribute to process improvements, automation, and shift-based support activities to meet operational KPIs.

7+ years supporting production environments for financial or payment systems.
Proven experience troubleshooting high-volume payment applications, including real-time processing and batch workflows.
Evidence of effective incident and problem management in large-scale enterprise environments.
Industry experience in banking, financial services, or payments preferred; relevant experience in critical system support in other sectors acceptable.

Production Support Analyst – Payments Systems, UNIX/Linux, SQL, Incident Management

Key skills