Department: Implementation
Experience: 5+ years
Location: Pune
Employment type: Full-time
About the role
We are looking for an experienced Application Support Lead to manage client-facing support for mission-critical banking, data, and reporting applications.
You will act as the primary support contact for clients, lead incident management from initial investigation through resolution, and coordinate with business and technical teams to address data discrepancies and recurring issues. The role also includes monitoring service performance and producing operational dashboards and metrics for leadership.
The ideal candidate combines strong Run-the-Bank (RTB) support experience with practical knowledge of application monitoring, production troubleshooting, log analysis, data analytics, and service management in banking and financial services.
What you will do
- Manage client communication and serve as the primary support contact.
- Investigate data discrepancies and troubleshoot regulatory reporting issues.
- Own the incident management lifecycle, ensuring timely resolution, clear communication, and complete documentation.
- Coordinate with technical and business teams to identify root causes and implement permanent fixes.
- Monitor application health, service-level agreements, and key performance indicators.
- Build operational dashboards and service-performance reports.
- Track and communicate progress to internal and external stakeholders.
- Support regulatory change initiatives and release-readiness activities.
- Develop a comprehensive understanding of SmartReg, Smarbl’s regulatory reporting and compliance platform.
- Identify recurring issues, operational risks, and opportunities for process improvement.
How success will be measured
- Strong client satisfaction and consistent compliance with agreed service levels.
- Faster incident resolution and fewer recurring issues.
- Measurable improvements in system reliability and operational visibility.
- Effective collaboration with clients, engineering teams, and business stakeholders.
What we are looking for
Experience and domain knowledge
- At least five years of application support experience, preferably supporting banking or financial-services reporting functions.
- Hands-on RTB support experience in enterprise banking environments.
- A strong understanding of service management principles and incident management.
- Knowledge of banking systems, products, data, and reporting processes.
Technical skills
- Strong SQL skills, including queries, joins, and filters.
- Strong data-analysis and data-management capabilities.
- Proficiency in Microsoft Excel, including lookup functions and PivotTables.
- Experience maintaining operational dashboards, support logs, service reports, and retrospectives.
Professional skills
- Clear written and verbal communication with business and technical stakeholders.
- The ability to diagnose issues quickly and recommend practical solutions.
- A responsive, service-oriented approach with strong SLA discipline and user empathy.
- The ability to collaborate across Product, Engineering, Implementation, and client teams.
- A proactive approach to identifying risks and improving processes.
What we offer
You will work on modern regulatory technology and data solutions in a collaborative environment that values ownership, continuous learning, and practical innovation.
