Production Support EFRM (L3 Support) (Fintech)

Location: Mumbai, India

Company

hirify.global provides technology for payments, banking, and investment services in the fintech sector.

What you will do

• Provide Level 3 production support for an Enterprise Fraud Risk Management platform used in critical banking and payment operations.
• Resolve complex incidents and service requests, perform advanced troubleshooting, and conduct root cause analysis across applications, databases, middleware, and infrastructure.
• Implement permanent corrective actions, monitor application performance, and recommend automation and service improvements.
• Support application upgrades, migrations, releases, incident fixes, enhancements, and change requests while minimizing operational risk.
• Execute SQL and database queries and perform SIT and UAT validation.
• Coordinate client communications and escalations, collaborate with L1 and L2 teams, and provide mentoring, documentation, and training.

Requirements

• 6+ years of experience in application support, production support, or IT operations, including 4+ years supporting banking, payments, fraud detection, or risk management applications.
• Strong knowledge of incident, problem, and change management aligned with ITIL practices.
• Hands-on experience with SQL, Oracle or relational databases, Linux/Unix, Windows, and application servers such as IIS or Tomcat.
• Experience with XML scripting, REST APIs, JSON, ISO8583, Postman, and related integration technologies.
• Advanced Microsoft Excel skills for formulas, data analysis, and reporting.
• Experience managing client escalations, communicating with technical and business stakeholders, and leading or mentoring L1 and L2 support teams.

Nice to have

• Experience with Enterprise Fraud Risk Management platforms, fraud prevention solutions, payment processing, digital banking, or transaction monitoring systems.
• Experience supporting high-availability, mission-critical banking applications.
• Knowledge of banking and payments regulatory and compliance requirements.
• Experience with automation, monitoring, and operational efficiency initiatives.
• ITIL or equivalent service management certification.

Culture & Benefits

• Full-time employment with competitive salary and benefits.
• Opportunities for professional and personal learning.
• Inclusive and diverse work environment.
• Opportunities to contribute to fintech initiatives and community programs.