Job Description

About the Role M2P Fintech is looking for passionate, self-motivated technical individuals with the desire and capability to think outside the box to solve complex problems. You will act as the main point of contact for technical issues and work collaboratively with software development and quality teams to facilitate problem-solving. Youll be a core member of the specialist team that is passionate about providing support for our flagship realtime products. You should also be a team player with a knack for visual design and usability. What Will You Do in this Role Will manage and address all support team requests related to UPI, IMPS, AePS, NACH & CTS switches focusing on the analysis and resolution of system failures. Act as a liaison between support, implementation, and engineering teams to ensure seamless communication and coordination. Oversee the end-to-end analysis of failure incidents, including documentation, evaluation, root cause analysis, and implementation of corrective measures. Identify, monitor, and escalate critical production issues impacting supported switches functionality, ensuring that resolutions are timely and effective. Communicate project requirements and objectives, track project milestones, and provide updates on the status and progress of initiatives. Develop detailed documentation to capture business systems and user needs, including failure analysis reports and support documentation. Facilitate meetings with internal teams, stakeholders, and clients to review project deliverables and ensure alignment on project objectives. Lead and conduct comprehensive failure review sessions, driving process improvements and ensuring regulations and risk compliance. Coordinate with various teams to ensure prompt response to support requests, resolving conflicts, and ensuring smooth escalation processes. Support the creation and review of training materials and process documentation to ensure that all team members are well-prepared to handle support requests. Drive overall efficiency and responsiveness of the support team, contributing to the continuous improvement of mentioned switch operations. What You’ll Need to be Successful in this Role B.E. or B.Tech in Computer Science or any equivalent degree. Experience in Tech Support with an enterprise software organization. Experience with Linux/UNIX server. Hands-on database (SQL Server, MySQL, Oracle) operational knowledge. Proficient with Excel. Hands-on experience on ticketing tools (Jira / Freshdesk). Readiness to be on call and/ or put in extra hours for task closure. Excellent verbal, written, presentation and interpersonal communication skills. Ability to make complex technical matters easy-to-comprehend for nontechnical persons. High level of enthusiasm about helping and serving clients, strong customer, and solution-oriented personality. Experience with the NPCI system will be an added advantage.