Senior Information Technology Support Engineer

Offshore Tier 3 Support Engineer (Financial Domain)

Location :

Pune or Bangalore, India

Engagement :

Contract (Full-Time Capacity)

Reporting To : Service Desk Manager

Domain :

Regulated Financial Services

Overview

We are seeking a highly experienced and dedicated

Tier 3 Support Engineer

for a contract role based in Pune or Bangalore. This critical position is responsible for providing advanced technical expertise to resolve complex incidents, execute changes, and maintain the stability of our global enterprise systems, applications (including financial platforms), and infrastructure. The ideal candidate will possess deep-dive troubleshooting skills across a hybrid (on-premise / cloud) IT environment and be adept at automation and compliance adherence. This role requires working flexible offshore hours with a significant overlap to

US Central Time (8 : 00 PM – 8 : 00 AM CST equivalent)

to ensure seamless operations and collaboration with onshore teams.

Key Responsibilities

1. Advanced Incident & Problem Resolution

Resolve escalated incidents (Tier 3) via Jira Service Management involving complex application ( PeopleSoft, Concur, Blackline, SailPoint, UC4 ), infrastructure, and security issues.

Conduct deep-dive diagnostics for challenging technical problems, including RDP failures, application crashes, network latency, and server / hardware faults, utilizing remote sessions, log analysis, and performance monitoring tools.

2. Infrastructure & System Administration

Administer and support

Windows Server

and

Linux

workloads across

AWS EC2

and hybrid environments.

Provide robust support for core networking services :

Active Directory, DNS, and DHCP .

Assist with network troubleshooting, including firewall rule validation.

Execute and monitor system and application patching processes.

3. Application, Access Management, & Automation

Perform provisioning and de-provisioning of user accounts in enterprise applications ( PeopleSoft, Concur, AuditBoard, Workiva, Blackline ). Manage

Active Directory

and

Entra

group memberships, ensuring compliance with audit requirements.

Initiate and monitor

UC4 batch jobs , and troubleshoot any issues related to stuck or failed batch processes.

Support

RPA systems automation , including asset updates and trigger management.

Develop and run automation scripts using

PowerShell, Bash, or Python

to reduce recurring manual support tasks.

4. Security, Compliance, & Collaboration

Ensure strict compliance with internal audit,

data governance standards , and financial regulatory requirements.

Communicate effectively with onshore teams across time zones using tools like

Jira, Slack, Teams, and email .

Create and maintain comprehensive technical documentation, resolutions, and knowledge base articles.

Provide technical mentorship and guidance to Tier 1 and Tier 2 support staff.

Required Skill Sets & Experience

5+ years

in enterprise IT support, with a minimum of

2 years

in a Tier 3 or escalation-focused role.

Jira, ServiceNow, Microsoft 365

administration.

Strong troubleshooting

across Windows / macOS, network (TCP / IP), and application layers.

Identity / Access : Active Directory

(including Group Policy),

Entra ID

(Azure AD),

SSO / SAML

configurations.

Endpoint Management :

Hands-on experience with

SCCM, Intune, and JAMF .

IT Processes : Proficiency in

ITIL processes

and formal change management procedures.

Scripting :

Practical experience with automation scripting, particularly

PowerShell, Bash, Python , or infrastructure-as-code tools like

Terraform / Ansible .

Communication : Excellent

written and verbal English communication skills.

Preferred Qualifications & Certifications

Certifications : ITIL Foundation :

(mandatory for contract renewal consideration),

Microsoft Certified : Azure Administrator , or

CompTIA Security+ .

Domain Experience :

Prior experience supporting

regulated financial systems

and compliance workflows.

Cloud / Infra :

Experience with public cloud platforms ( AWS

or

Azure ), and monitoring tools.

Work Schedule

This is a full-time contract role requiring flexible offshore hours with significant time overlap to US Central Time, specifically :

5 : 30 AM to 5 : 30 PM IST (corresponding to 8 : 00 PM – 8 : 00 AM CST) . Participation in an

on-call rotation

for critical incident support is also required.

We are an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and contractors. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.