Job Description
Role Summary:
The LOS Production Support Lead will be responsible for managing end-to-end production support for the Loan Origination System (LOS), ensuring system stability, high availability, and seamless business operations. The role involves leading the support team, driving incident resolution, stakeholder management, and continuous improvement of production processes.
Key Responsibilities:
- Lead L1/L2 production support for LOS and associated applications
- Ensure system availability, stability, and performance as per SLAs
- Manage and prioritize incidents, service requests, and problem tickets
- Drive major incident management (P1/P2) and ensure timely resolution
- Perform and review Root Cause Analysis (RCA) and implement preventive measures
- Coordinate with business stakeholders, vendors, and internal tech teams
- Own release support, deployment validation, and post-release monitoring
- Ensure batch jobs, APIs, and integrations are functioning smoothly
- Oversee data correction activities and critical production changes
- Establish and maintain SOPs, and knowledge base
- Track and improve SLA adherence, TAT, and system uptime
- Identify opportunities for automation and process optimization
- Support audit, compliance, and regulatory requirements
Team & Stakeholder Management:
- Lead and mentor a team of support analysts (L1/L2)
- Act as the primary point of contact for business and senior stakeholders
- Drive governance calls, status reporting, and escalation management
- Collaborate with product, development, QA, and vendor teams
- Ensure proper capacity planning and shift/on-call management
Key Skills & Competencies:
- Strong understanding of Loan Origination Systems (LOS)
- Deep knowledge of lending lifecycle (Retail/SME/Corporate)
- Hands-on experience in incident/problem management tools (JIRA,)
- Strong knowledge of APIs, microservices, and third-party integrations
- Understanding of SQL, databases, and troubleshooting techniques
- Experience in release management and production deployments
- Excellent analytical, problem-solving, and decision-making skills
- Strong communication and stakeholder management abilities
- Ability to handle high-pressure situations and critical outages
Preferred Experience:
- Experience with LOS platforms like Lentra, FinnOne, Finacle LOS, etc.
- Exposure to integrations like Digital KYC - CKYC, Digilocker , Bureau, eSign, VKYC, Payment systems
KPIs / Success Metrics:
- SLA adherence and incident resolution timelines
- System uptime and production stability
- Reduction in repeat/recurring issues
- Quality and effectiveness of RCA
- Improvement in TAT and business satisfaction
