Responsibilities: Production Support (Level 2/Level 3) - Serve as Level 2/Level 3 escalation point for production incidents, troubleshooting complex technical issues across application, database, and infrastructure layers - Diagnose root causes of production issues using logs, monitoring tools, and system diagnostics; provide timely resolution to minimize business and client impact - Collaborate with engineering, DBA, and infrastructure teams to resolve escalated incidents that require deeper technical investigation - Document incident resolutions, root cause analyses, and contribute to knowledge base/runbooks to improve future response times - Participate in on-call rotation to provide timely support for critical production issues outside business hours - Monitor system health, performance metrics, and alerts to proactively identify and address potential issues before they impact production Client Onboarding & Configuration - Lead technical setup and configuration activities for new client onboarding, ensuring systems are properly configured to meet client-specific requirements - Partner with Business Operations, Implementation, and Client Services teams to gather requirements and translate them into technical configurations - Perform data validation, testing, and quality checks during the onboarding process to ensure accuracy and readiness for go-live - Troubleshoot and resolve configuration issues during onboarding to ensure smooth, on-time client go-lives - Provide post-go-live support to address any initial production issues specific to newly onboarded clients Cross-Functional Collaboration & Communication - Communicate effectively with Business Operations, Client Implementation, and leadership regarding incident status, root cause, and resolution timelines - Work closely with development teams to escalate and track defects or enhancement requests identified during support or onboarding activities - Contribute to process improvement initiatives aimed at increasing support efficiency and reducing recurring issues - Support knowledge transfer and training for team members on new systems, tools, or client-specific configurations Qualifications: - Strong analytical, troubleshooting, and problem-solving skills across application, database, and infrastructure domains - Familiarity with monitoring and logging tools to diagnose production issue - Experience with Vertex, Spring or Spring Boot (REST controllers, dependency injection, and configuration) - Experience writing unit tests with JUnit and mocking with Mockito. - Working knowledge of SQL/database queries for data investigation and validation - Understanding of system architecture to effectively troubleshoot cross-component issues - Ability to work independently under pressure during high-severity incidents while maintaining clear communication with stakeholders.