L1 / L2 Support Analyst – Money Transfer System (MTS) 

Job Title  L1 / L2 Support Analyst – Money Transfer System (MTS)  Experience - 5+  Location - Chennai / Bangalore Budget - 13lpa max 4 to 5 Years of relevant experience in Production Support / Application Support within Fintech or Banking Systems  Location & Shift 

• Shift-based role (24x7 support model) 
• Mandatory night shift (IST) readiness for the next one year 
• Willingness to work in rotational shifts as per business requirements 

  Role Overview  The L1/L2 Support Analyst – MTS will be responsible for providing production and operational support for the Money Transfer System (MTS), a critical fintech product handling SWIFT payments, FED payments, and CHIPS payments.  This role is purely a support and operations role with no involvement in application code changes or development. The focus is on issue triage, investigation, simulation, configuration management, and resolution in collaboration with upstream/downstream systems and stakeholders.   Key Responsibilities  Production Support (L1 & L2) 

• Provide first-line and second-line support for MTS-related incidents and service requests. 
• Monitor application health, batch jobs, message flows, and payment processing queues. 
• Perform initial triage, impact analysis, and prioritization of incidents. 
• Ensure adherence to SLA, OLA, and regulatory timelines for payment processing. 

Payment Systems Support 

• Support and troubleshoot issues related to: 
  • SWIFT payments 
  • FED payments 
  • CHIPS payments 
• Understand end-to-end payment flows, acknowledgements, rejects, and settlement statuses. 
• Analyze message formats, payment failures, and exception scenarios. 

Issue Simulation & Analysis 

• Simulate production issues in test or lower environments to identify root cause. 
• Perform configuration changes (where applicable and approved) to replicate real-world scenarios. 
• Validate fixes or workarounds through controlled simulations before production implementation. 
• Provide clear findings and recommendations to stakeholders and SMEs. 

System & OS-Level Support 

• Work extensively on Linux and AIX operating systems. 
• Perform log analysis, process checks, file system monitoring, and system-level troubleshooting. 
• Execute and maintain shell scripts for monitoring, automation, and operational activities. 
• Identify and resolve issues related to system resources, permissions, and process failures. 

Database Support 

• Work with Oracle Database for: 
  • Data validation 
  • Transaction verification 
  • Issue investigation 
• Write and execute complex SQL queries for analysis, reconciliation, and reporting. 
• Support data-level troubleshooting without performing schema or code changes. 

Configuration Management 

• Perform approved application and environment configuration changes required for: 
  • Issue simulation 
  • Functional validation 
  • Operational fixes 
• Ensure configurations are documented and compliant with change management processes. 

Collaboration & Communication 

• Work closely with: 
  • Product SMEs 
  • Infrastructure teams 
  • Database teams 
  • Client stakeholders 
• Provide clear, concise updates during incidents, bridge calls, and shift handovers. 
• Participate in incident reviews, root cause analysis discussions, and operational calls. 

  Technical Skills – Mandatory  Operating Systems & Scripting 

• Strong hands-on experience with Linux and AIX 
• Good proficiency in Shell Scripting (Bash / KornShell) 
• Comfortable with command-line tools and utilities 

Database 

• Strong working knowledge of Oracle Database 
• Excellent skills in writing and optimizing SQL queries 
• Experience in data validation and transaction-level analysis 

Payments Domain 

• Hands-on exposure to financial transaction systems 
• Knowledge of SWIFT, FED, and CHIPS payment processing is highly desirable 
• Understanding of payment lifecycle, message acknowledgements, and exception handling 

  Non-Technical Skills 

• Strong analytical and problem-solving skills 
• Ability to work independently during night shifts 
• High sense of ownership and accountability 
• Excellent verbal and written communication skills 
• Ability to work under pressure in a production environment