Production Support Analyst – Payments

Location

India – Remote

Working Hours

Night Shift (US business hours support)

Experience Level

7+ years

Colleagues having a face-to-face discussion in a casual office setting.

About Finzly

Headquartered in Charlotte, NC, and founded in 2012 by visionary minds shaping the future of banking and payments in the US, Finzly makes bank transformation radically simple. Our core-independent platform is trusted by some of the market’s leading financial institutions to transform operations and launch new products and services at speed.

We’ve been recognized with 20+ industry awards—including three years in a row as one of the Best and Brightest Places to Work—as well as accolades for Best Parallel Core Technology, Best Corporate Payments Solution, Best Payments-as-a-Service Provider, and Best Trading System. Quite simply, Finzly is known for being the best in everything we do, giving you the perfect opportunity to grow your career with impact.

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About the Role:

We are seeking an experienced Production Support Analyst with a strong background in the payments domain to support mission-critical financial applications. The role requires proactive monitoring, issue resolution, client communication, and operational support for high-volume payment systems.

The ideal candidate has hands-on experience supporting US domestic payment rails such as Fedwire, FedNow, and RTP.

Key Responsibilities

Production & Application Support

Monitor payment systems and batch processes to ensure high availability.
Investigate and resolve production incidents within SLA timelines.
Perform root cause analysis (RCA) and implement preventive solutions.
Provide on-call and night shift operational support.

Payments Processing & Domain Support

Support processing of real-time and batch payments.
Troubleshoot transaction failures, rejects, and reconciliation breaks.
Analyze payment message flows and settlement statuses.

Client & Stakeholder Communication

Provide timely updates to clients and internal stakeholders.
Handle incident bridges and communicate resolution progress.
Prepare incident reports and post-incident summaries.

Technical Troubleshooting

Perform Unix/Linux server checks and job monitoring.
Write and execute SQL queries for data validation and issue analysis.
Analyze application, server, and transaction logs to identify failures.

Testing & Change Support

Support production releases and validation activities.
Perform smoke testing and post-deployment verification.
Coordinate with development and QA teams for defect resolution.

Ticketing & Process Management

Manage incidents, service requests, and problem tickets using Jira or similar tools.
Ensure documentation and runbooks are updated.

Required Skills & Qualifications:

6+ years of production support experience in financial/payment systems.
Strong knowledge of US domestic payment systems (Fedwire, RTP, FedNow preferred).
Hands-on experience with:
- Unix/Linux commands & job monitoring
- SQL querying & data analysis
- Log analysis & troubleshooting
- Incident & problem management
Experience in client communication and incident handling.
Familiarity with Jira or other ticketing tools.
Strong analytical and problem-solving skills.

Preferred Qualifications:

Experience supporting real-time payment processing environments.
Knowledge of payment formats and message standards.
Exposure to banking regulations and compliance controls.
ITIL process awareness.

Key Competencies

✔ Strong troubleshooting & analytical skills
✔ Ability to work under pressure in critical production environments
✔ Excellent verbal and written communication
✔ Detail-oriented with proactive problem-solving mindset