L1 Support - LOS & LMS

Key Responsibilities:

• Serve as the first point of contact for LOS/LMS system-related issues, incidents, and service requests.
• Monitor support queues and ensure timely acknowledgment and resolution of tickets.
• Troubleshoot basic application issues, data discrepancies, and functional queries.
• Document issues, solutions, and standard operating procedures (SOPs).
• Escalate unresolved issues to L2/L3 or the development team with adequate information.
• Coordinate with internal teams for user access management, configurations, and minor system updates.
• Provide support during UAT and post-deployment phases.
• Generate routine reports on support metrics, incidents, and system health.
• Ensure compliance with SLA timelines and maintain communication with stakeholders.

Required Skills:

• 1-4 of experience inL1 Supportfor enterprise applications (preferably in BFSI or lending domain).
• Basic understanding ofLoan Origination System (LOS)andLoan Management System (LMS).
• Familiarity with ticketing tools likeJIRA, ServiceNow, or Freshdesk.
• Good knowledge ofSQLfor basic queries and data validation.
• Strong troubleshooting, communication, and documentation skills.
• Ability to understand business processes in lending and financial services.
• Comfortable working in shifts or on-call support if needed.