What are the responsibilities and job description for the Application Support Executive position at PROLIM Corporation?
Application Support Executive – Payments (L2/L3 Prod Support)
Location: Morristown, NJ (100% Onsite)
Duration: 6-Month Contract
Experience: 6–8 Years
Role Overview
We are seeking an Application Support Executive with strong L2/L3 production support experience in the payment card domain. The role focuses on supporting mission-critical payment applications on Windows OS, ensuring high availability, compliance, and secure transaction processing.
Key Responsibilities
Incident & Production Support
- Provide L2/L3 production support for payment applications, ensuring SLA adherence and minimal downtime
- Monitor and resolve issues related to transaction failures, system outages, and performance bottlenecks
Payment Systems Support
- Support end-to-end credit/debit card transaction lifecycle: authorization, clearing, settlement, and reconciliation
- Troubleshoot integrations with card networks (Visa, Mastercard, Amex), acquirers, and issuers
Disputes & Chargebacks
- Investigate and resolve disputes and chargebacks
- Ensure compliance with card network rules (Visa TCR, Mastercard dispute processes)
Fraud Management
- Monitor fraud alerts and transaction patterns
- Support fraud prevention solutions such as tokenization, 3D Secure, and risk scoring
System Maintenance & Troubleshooting
- Perform application patching, upgrades, and configuration changes
- Analyze logs, debug issues, and conduct root cause analysis (RCA)
- Troubleshoot ISO 8583 messages, EMV transactions, and fraud-related alerts
Monitoring & Reporting
- Use tools like Splunk, Dynatrace to monitor system health and transaction success rates
- Generate operational and compliance reports for stakeholders
Collaboration & Communication
- Work closely with development, QA, infrastructure, and fraud teams
- Communicate effectively with internal teams, merchants, banks, and external partners
Compliance & Documentation
- Ensure adherence to PCI DSS, EMV, PSD2, GDPR standards
- Maintain detailed documentation for incidents, resolutions, and configurations
Required Skills & Qualifications
- 6–8 years of application support experience
- 5 years in payment systems, specifically credit/debit card processing
- Strong experience in L2/L3 production support on Windows OS
- Hands-on troubleshooting of applications built on Java, .NET, or Python
- Strong SQL/Oracle skills for transaction and dispute analysis
- Experience with APIs (REST/SOAP) and middleware (Kafka, RabbitMQ)
- In-depth knowledge of ISO 8583, EMV, and payment protocols
- Strong understanding of acquirer/issuer workflows
- Experience with chargebacks, disputes, and fraud management
- Familiarity with ServiceNow, Jira, and monitoring tools
- Experience with cloud platforms (AWS/Azure/GCP) and containers (Docker, Kubernetes)
- Scripting skills (Bash, PowerShell) for automation
- Excellent analytical, communication, and problem-solving skills