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ROLE PURPOSE

The Senior Application Support Engineer is responsible for providing technical support, issue resolution, and system monitoring for the bank’s Merchant Management System (MMS) — a critical platform used for onboarding, managing, and servicing merchants within the bank's acquiring business. The role ensures that the application operates smoothly and securely by handling incident tickets, conducting routine operational tasks, and assisting in change management and release activities. Working closely with IT teams and business users, helps maintain high system availability, performance, and compliance with internal standards.

KEY RESPONSIBILITIES

Incident and Operational Support  

• Respond to and resolve Level 2 & above incidents and service requests related to the Merchant Management System and Log, track, and update incidents using ITSM tools.
• Perform initial analysis and troubleshooting for issues related to merchant onboarding, transactions, settlement, reporting, or system access.
• Support routine operations such as merchant account updates, data imports/exports, report generation.
• Assist in managing system interfaces with other platforms (e.g., card systems, payment gateways, CRM).
• Help coordinate and validate end-of-day (EOD) and start-of-day (SOD) jobs.

Application Maintenance & Configuration

• Support minor configuration changes in applications.
• Apply patches or minor releases in coordination with infrastructure and development teams.
• Maintain system documentation and ensure configuration baselines are accurate.

Change & Release and User Access Support

• Assist in UAT, release validation, and post-deployment checks during application updates or patch releases.
• Document test results, known issues, and deployment validations.
• Follow the bank’s change management process for tracking and approvals.
• Process user access requests, role assignments, and entitlement changes in the system.
• Ensure user access is provisioned in line with RBAC (Role-Based Access Control) and internal security policies.
• Support periodic access reviews and audits.

Documentation & Communicate

• Maintain and update runbooks, SOPs, and troubleshooting guides for recurring tasks and known issues.
• Create and update support knowledge articles to assist L1 teams and end users.
• Document RCA summaries for resolved incidents.
• Communicate clearly with end users, merchant operations teams, and technical staff regarding issue status, expected resolution timelines, and workarounds.

Education & Special Training

• Bachelor’s degree in computer science, Information Technology, Engineering.

Experience 

• Minimum 5 years of experience in Application Support, with at least 3 years supporting banking or payment applications. Experience in Merchant Management Systems, POS acquiring platforms, payment processing systems is highly preferred.

Knowledge & Skills

Essential  

• Understanding of merchant acquiring, card payment processing, settlement operations, and PCI DSS requirements.

Desirable

• SQL knowledge, system monitoring, UAT & production support, incident management & knowledge in merchant portal.

Languages

• Good communication skills in English (written and spoken).