Senior Support Lead

Job Summary

• The LoanIQ Production Support Specialist is responsible for maintaining, troubleshooting, and optimizing the LoanIQ application in a live production environment. This role ensures system stability, supports business-critical loan processing operations, and collaborates with technical and business teams to resolve issues promptly.

• Provide technical guidance to users and stakeholders on LoanIQ functionalities.

• Act as a liaison between IT and business teams for issue resolution and process improvements.

• Ensure adherence to financial regulations and internal standards.

• Generate and analyze reports on system performance and loan activities.

Key Responsibilities

1. To act as a point of escalation for complex and high-priority customer issues, ensuring timely resolution.
2. To create the root cause analysis for critical issues and put in place necessary preventive measures to reduce future defects.
3. To collaborate closely with product management, development, and QA teams to provide feedback on product improvements, influence product design, and ensure alignment with customer needs.
4. To provide technical assistance to the team members in resolving customer issues.
5. To drive continuous improvement initiatives for support processes, workflows and Identify opportunities for innovation, automation, and efficiency enhancements.

Skill Requirements

• Proactively monitor LoanIQ environments to ensure system health and performance.

• Handle incident management, including diagnosing and resolving application issues (job failures, feed management, batch processing).

• Maintain and update documentation of support policies, troubleshooting steps, and known issues.

• Coordinate application releases, upgrades, and patches with minimal downtime.

• Configure and maintain job scheduling using tools like Control M.

• Optimize batch processes and automate repetitive tasks where possible.

• Resolve complex LoanIQ system issues, ensuring continuity of critical business processes.

• Collaborate with development, infrastructure, and platform teams for root cause analysis and permanent fixes.

Other Requirements

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