Zact

Application Engineer

• Lead triage of complex, multi-service incidents from initial signal through root cause, maintaining a documented timeline
• Investigate production transaction, card, and account data issues using GCP observability tools and MySQL read replicas
• Own post-incident reviews, including root causes, contributing factors, timelines, and preventive actions
• Serve as senior technical escalation point for banking client issues
• Design and maintain GCP Cloud Monitoring alerting strategies and observability dashboards
• Define and track SLIs/SLOs for payment authorization, settlement processing, and card management flows
• Partner with engineering to instrument new microservices with logging, structured fields, and correlation IDs
• Design and build internal back-office tools, investigation dashboards, CLI tools, and support functions
• Develop Python and/or Bash automation, scheduled queries, reconciliation jobs, and alert-to-ticket workflows
• Own the support tooling roadmap based on toil volume and incident frequency
• Communicate clearly with banking client operations and technical teams during incidents and integration investigations
• Maintain known-issues logs and service-status communications
• Build and maintain runbooks, MySQL query references, known-issues catalogues, onboarding materials, and architecture documentation
• Lead a small global support team while handling tickets alongside two junior analysts
• Mentor and develop two junior application support analysts
• Run daily standups and weekly incident reviews across time zones
• Define ticket triage, severity, escalation, and SLA-tracking processes
• Partner with engineering and product to improve observability and supportability

Senior Application Support Engineer

Support Engineer

• Own the Zendesk ticket queue during US hours; triage by severity, respond within SLA, and resolve or escalate with documentation
• Handle established incident types independently using runbooks
• Serve as the first US contact for bank client technical queries
• Cover the queue while the Lead handles complex incidents, escalations, or tooling work
• Investigate GCP Cloud Logging errors and trace requests across microservice boundaries using correlation IDs
• Write MySQL SELECT queries against production read replicas to investigate transactions, card data, accounts, and settlements
• Provide structured escalations to the Lead with logs reviewed, queries run, and hypotheses formed
• Participate immediately in P1/P0 investigations with the Lead
• Check GCP monitoring dashboards and Zendesk alert channels at shift start
• Track incidents across shifts and ensure handoff to the India team at the end of the US day
• Identify alert noise or misconfigured thresholds
• Write clear updates to banking client operations teams during and after incidents
• Follow up on resolved tickets, confirm fixes, explain resolutions, and close tickets
• Document investigated issues and improve runbook entries
• Build and share a personal MySQL query library

Application Support Analyst

• Lead complex, multi-service incident investigations during IST hours from initial signal through root cause and documentation
• Use GCP Cloud Logging and Cloud Monitoring to trace failures across microservice boundaries
• Write MySQL queries against production read replicas to investigate transactions, cards, accounts, settlements, and reconciliation discrepancies
• Handle tier-1 and tier-2 tickets and escalate structured handoffs to the US Lead when needed
• Own post-incident documentation, including root cause, timeline, resolution, and prevention actions
• Serve as senior technical contact for India bank client issues during IST hours
• Write precise, jargon-free incident communications and status updates for bank client operations teams
• Coordinate India-to-US and US-to-India shift handoffs and participate in overlap standups
• Mentor the India junior analyst through live investigations, documentation reviews, 1:1s, and runbook reviews
• Review dashboards and Zendesk alert channels, track incidents, and improve alert definitions
• Document incident types, write runbooks, maintain the shared MySQL investigation query library, and contribute to onboarding documentation
• Support automation by validating reconciliation queries, testing log-correlation scripts, and writing or extending Python/Bash scripts
• Work with GCP, MySQL, microservices, REST APIs, Zendesk, Python/Bash, and commercial card payment systems

Senior Application Support Engineer

Application Support Analyst

Senior Application Support Engineer – India