Senior Application Support Engineer – India

• Lead complex, multi-service incident investigations during IST hours from initial signal through root cause and documentation
• Use GCP Cloud Logging and Cloud Monitoring to trace failures across microservice boundaries
• Write MySQL queries against production read replicas to investigate transactions, cards, accounts, settlements, and reconciliation discrepancies
• Handle tier-1 and tier-2 tickets and escalate structured handoffs to the US Lead when needed
• Own post-incident documentation, including root cause, timeline, resolution, and prevention actions
• Serve as senior technical contact for India bank client issues during IST hours
• Write precise, jargon-free incident communications and status updates for bank client operations teams
• Coordinate India-to-US and US-to-India shift handoffs and participate in overlap standups
• Mentor the India junior analyst through live investigations, documentation reviews, 1:1s, and runbook reviews
• Review dashboards and Zendesk alert channels, track incidents, and improve alert definitions
• Document incident types, write runbooks, maintain the shared MySQL investigation query library, and contribute to onboarding documentation
• Support automation by validating reconciliation queries, testing log-correlation scripts, and writing or extending Python/Bash scripts
• Work with GCP, MySQL, microservices, REST APIs, Zendesk, Python/Bash, and commercial card payment systems

• 10+ years in application support, technical operations, platform support, or a closely related role
• MySQL proficiency, including complex SELECT queries with JOINs, subqueries, and WHERE clauses
• Hands-on experience with GCP Cloud Logging or an equivalent cloud log platform such as CloudWatch, Splunk, Datadog, or Kibana
• Familiarity with microservice architecture and tracing failures across 3–5 services using correlation IDs and structured log fields
• REST API literacy, including HTTP status codes, API response interpretation, and request-chain tracing
• Experience mentoring or guiding a junior colleague in a technical support context
• Clear written communication for incident updates, PIR documentation, and client-facing messages
• Strong change-control discipline; no production data modifications without explicit authorization and approval
• GCP-specific experience, Zendesk familiarity, and basic Python or Bash scripting are nice to have
• Experience in regulated or compliance-sensitive environments is nice to have
• Familiarity with RBI regulatory requirements or India banking compliance context is helpful but trainable
• Exposure to commercial card concepts is fully trainable
• Availability for 8–10-hour IST business-hours shifts and participation in a shared on-call rotation

• 100% Remote Working Option
• Shared and structured on-call rotation across the team
• Mentoring and skill development opportunities
• Participation in automation and investigation tooling initiatives