Title: L2 Application Support Engineer – UPI (M2P Platform)
Job Location: remote
Experience 3 -5 years
No. of positions: 1 NosNeed immediate joiners preferred within 0-15 days..!!
Work Schedule:24x7 rotational shifts with on-call support for peak hours, dispute timelines, or NPCI downtime windows.

Job Description:
UPI Transaction Monitoring
Monitor UPI transactions (P2P, P2M, PULL/REQUEST) via dashboards and logs.
Investigate and act on failed, pending, or delayed transactions.
Ensure switch uptime and response times remain within agreed SLA with M2P and NPCI.
???? L2 Troubleshooting & Resolution
Analyze failed UPI requests for authorization, timeout, or CBS integration issues.
Respond to user complaints or escalations routed from L1 teams or call centers.
Provide technical root cause analysis and support closure of tickets within SLA.
???? Integration & API Monitoring
Monitor real-time API calls between UPI Switch – CBS (Turing/Finacle) and NPCI.
Ensure API gateway availability, key rotation, encryption validation, and response payload accuracy.
Manage configurations like VPA mapping, PSP linkage, bank handles, and consent logs.
???? Reconciliation & Dispute Handling
Support daily reconciliation with CBS, NPCI, and settlement systems.
Validate chargebacks, reversals, and refund processing logs.
Handle data gaps across external PSPs or internal banking systems and resolve manually where needed.
???? Maintenance & Coordination
Participate in planned patching, hotfix validations, and go-live activities.
Coordinate with vendor (M2P), CBS team, and NPCI in case of downtimes, DR drills, or config updates.
Provide handholding during peak hours or regulatory deadlines.


Technical Skills:


Protocols: ISO 20022, NPCI UPI APIs, HTTPs
UPI Platform: M2P, Mindgate, FIS, Sarvatra
Database: PostgreSQL, Oracle, MySQL
API Monitoring: Postman, API Gateway logs, CloudWatch
Scripting: SQL, Shell (basic troubleshooting)
Logging/Monitoring: ELK Stack, Grafana, UPI dashboards
ITSM: ServiceNow, Jira, BMC Remedy



Soft Skills & Functional Knowledge:
Deep understanding of UPI use cases, transaction life cycle, and NPCI flows.
Effective communicator with internal teams and external vendors (M2P, NPCI).
Quick decision-making during high-volume traffic or failure scenarios.
Strong documentation and RCA preparation skills.


Preferred Certifications:
UPI Operations from NPCI or similar ePayment certifications (desirable)
ITIL Foundation
ISO 8583 / ISO 20022 basics