Production Support Specialist - Payment Network ( Remote)

HCLTech is a global technology company, home to 211,000+ people across 52 countries, delivering industry-leading capabilities centered around Digital, Engineering and Cloud and powered by a broad portfolio of technology services and products (from our HCL Software division). We work with clients across all major verticals including Financial Services, Manufacturing, Technology and Services, Telecom and Media, Retail and CPG, Life Sciences and Healthcare and Public Services. Consolidated revenues as of 12 months ending June 20, 2022 totaled $11.8 billion.

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About the Role

We are looking for a Senior Application Support Specialist to provide L2 production support for applications within the Payment Network domain. The role is responsible for ensuring application stability, availability, and performance through proactive monitoring, incident management, troubleshooting, and operational excellence. The successful candidate will collaborate with global teams, support production changes and releases, and drive automation initiatives to improve operational efficiency and service reliability.

Key Responsibilities

• Provide L2 production support for Payment Network applications.
• Monitor application health, performance, and availability.
• Investigate, troubleshoot, and resolve production incidents within defined SLAs.
• Perform root cause analysis and support post-incident reviews.
• Coordinate with development, infrastructure, and business teams to resolve issues.
• Participate in production deployments, releases, and change management activities.
• Collaborate with geographically distributed teams to ensure seamless operational support.
• Develop and maintain operational documentation and support procedures.
• Implement automation and monitoring enhancements to improve operational efficiency.
• Support service reliability, capacity planning, and performance optimization initiatives.
• Ensure adherence to operational, security, compliance, and risk management standards.

Qualifications & Experience

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
• Experience in Application Production Support, BizOps, SRE, or DevOps environments.
• Experience providing L2 support for critical business applications.
• Strong troubleshooting and incident management skills
• Knowledge of ITSM processes, including Incident, Problem, and Change Management.
• Experience with monitoring and alerting tools.
• Familiarity with scripting or automation technologies.
• Understanding of CI/CD pipelines and release management processes.
• Experience working in global, cross-functional teams.
• Knowledge of payment systems, transaction processing, or financial services environments is preferred.

Required Technical Skills

• AWS
• Pivotal Cloud Foundry (PCF)
• Splunk
• Dynatrace
• Jenkins
• GitHub and/or Bitbucket
• Shell Scripting
• PostgreSQL and/or Oracle databases
• Incident Management and Change Management processes
• Production Support in enterprise environments
• CI/CD pipelines and release management

Preferred Technical Skills

• Ansible (Playbooks)
• XL Release (XLR) or similar orchestration tools
• OpenTelemetry (OTel)
• Amazon CloudWatch
• Python
• Apache Kafka
• Cassandra
• AI-driven automation tools
• Event-driven architectures and streaming platforms
• Payments domain knowledge (Authorization, Clearing & Settlement)

Required Language Thresholds:

• English: (B2-Level)

Why Us

• Permanent contract
• Competitive salary
• Private health and life insurance from day one in the company
• Working days : Monday to Friday
• Remote Work Model
• Meal allowance on card/voucher

Equality & Opportunity for All

Representing 165 nationalities across the globe, we pride ourselves on being an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law.

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