Job Description

Key Responsibilities

• Act as primary L2 technical support contact for Calypso incidents and service requests.
• Triage incoming tickets, reproduce issues, and apply documented recovery steps to restore service per SLA.
• Perform root-cause analysis (RCA) for recurring incidents and propose permanent fixes or mitigations.-
• Conduct Java-level debugging where appropriate: analyze logs,
• Escalate to Level 3 / Development when fixes require code changes, providing detailed technical analysis, reproducible test cases, and impact assessment.
• Execute database queries (SQL) and perform configuration checks on Calypso modules and middleware.
• Monitor application health, perform basic system checks (processes, services, JVM metrics), and coordinate with infrastructure or ops teams for system-level remediation.
• Work within an ITSM tool (Ivanti) to update tickets, communicate status to stakeholders, and document remediation steps.
• Participate in on-call rotations and follow incident management procedures for major incidents.
• Update and maintain runbooks, knowledge base articles, and playbooks for common issues and recovery sequences
• Communicate clearly with customers — provide timely updates, manage expectations, and ensure post-incident follow-up.

Required Technical Skills

• Hands-on experience with Calypso (front-to-back processing, common modules relevant to your environment: e.g., Treasury, Derivatives, Collateral, Confirmations).
• Strong Java debugging skills
• Solid SQL skills and experience with RDBMS (Oracle, PostgreSQL, SQL Server) for data investigation and minor fixes. (Basic SQL query required like)
• Comfort with Linux/Unix command line for log collection
• Experience with ITSM tool ‘Ivanti Neurons’ for incident and change management
• Better to have MX understanding
• Understanding of calypso Architecture

Required Soft Skills

• Strong customer-facing communication skills and ability to explain technical issues to non-technical stakeholders.
• Analytical and structured problem-solving approach.
• Ability to work under pressure during incidents while maintaining accuracy.
• Team-oriented: coordinate cross-functional teams (L1, L3, Dev, Ops, Business).
• Good documentation skills and attention to detail.