Remote LEAD Application Support Engineer - Remote Eligible

Remote Lead Application Production Support

A large financial organization is seeking a Remote Lead Application Production Support for a contract opportunity through the end of the year (with a likelihood for extensions into next year). This individual will serve as the technical lead for Real Time Payment Rails on the TechOps Team, overseeing incident response, mentoring offshore engineers, and driving continuous improvement across monitoring, tooling, and documentation. Additionally, they will be acting as a strategic liaison between TechOps and development teams supporting RTP services.

Other responsibilities will include:

• Leadership & Strategy
  • Build deep expertise in RTP integrations and transaction flows.
  • Establish cross-functional relationships across payment rail teams.
  • Own escalation decisions and handoffs from TechOps to development.
  • Mentor offshore engineers.
  • Lead postmortems, RCA reviews, and playbook updates.
• Incident Monitoring & First Response
  • Monitor SiteScope and Splunk alerts for system health and transaction anomalies.
  • Perform initial triage using documented playbooks.
  • Escalate critical issues to on-call development and leadership.
• Troubleshooting & Analysis
  • Investigate API errors, transaction failures, and infrastructure issues using Splunk, database queries, and admin tools.
  • Run SQL queries on RTP-related databases (Aurora or equivalent) to validate data integrity.
• Ticket Management & Shift Coverage
  • Log and manage incidents in ServiceNow and Confluence.
  • Ensure smooth shift handovers with detailed documentation.
  • Own EST to IST shift transitions and knowledge continuity.
• Technical Leadership
  • Lead L2 troubleshooting for RTP services and integrations.
  • Evaluate customer impact of unplanned dependency outages, and planned maintenance.
  • Collaborate with SRE and DevOps teams to debug containerized services (e.g., AWS/ECS/Fargate).
  • Drive RCA and postmortem processes for critical incidents.
  • Maintain and improve technical documentation and playbooks.
• Tooling & Automation
  • Enhance Splunk alerting and dashboard visibility.
  • Collaborate with SRE/DevOps to improve SiteScope/Splunk alerts & configurations.
  • Develop automation scripts for monitoring.
  • Define and maintain SLO-based alerting thresholds.
• On-Call & Reliability
  • Participate in 24x7 on-call rotation.
  • Partner with development teams to improve CI/CD reliability and observability.