Application & Service Engineer

About NEO PSP Limited

NEO PSP Limited is a subsidiary of Banglalink, operating under the global VEON Group. The company is focused on expanding Bangladesh's digital financial services sector by providing a next-generation payment gateway platform. Positioned to facilitate smooth, secure, and scalable payment processing, NEO PSP supports businesses from startups to large enterprises in digital commerce growth within Bangladesh. The company prioritizes innovation, compliance, security, and customer trust, aiming to foster financial inclusion and contribute to the nation's digital economy.

Role Overview

The Application & Service Engineer will play a critical part in ensuring uninterrupted performance of Mobile Financial Services (MFS) applications and related services. Responsibilities include proactive 24/7 monitoring, incident management, troubleshooting, and escalation within a fast-paced operational environment. The role requires collaboration with multiple internal and external stakeholders to maintain service quality and to drive continuous improvement through problem management and automation.

Key Responsibilities

• Perform continuous 24x7 oversight of MFS applications like wallet apps, USSD, merchant and partner channels following a rotating shift schedule.
• Manage Level 1 and Level 2 technical support: respond swiftly to alerts, categorize by priority, resolve incidents within SLAs, and escalate complex issues effectively.
• Analyze and verify transaction-related anomalies reported by customer support, using SQL, log analysis tools, and internal platforms.
• Safeguard critical user workflows—registration, login, OTP delivery, e-KYC, fund transfers, bill payments, merchant transactions, and settlements—especially during high-transaction periods.
• Carry out configuration updates, data corrections, routine maintenance, and support testing and validation for new product releases while adhering strictly to change management policies.
• Lead and mentor junior engineers and analysts during shifts, maintain up-to-date operational guides and enforce comprehensive handovers.
• Conduct detailed post-incident reviews to identify root causes and implement strategies to prevent recurrence.
• Develop automation scripts in Python or Bash to reduce manual workload and optimize alert systems for better reliability.
• Interface effectively with global and local vendors—including platform providers, banks, telecom operators, aggregators—to manage incidents and communicate operational insights to capacity planning and product teams.

Qualifications and Experience

• Bachelor’s degree in Computer Science, Software Engineering, Information Technology, or related technical fields from recognized universities.
• Professional certifications such as ITIL, Certified Kubernetes Administrator (CKA/CKAD), or cloud practitioner credentials will be considered an advantage.
• 2 to 5 years of relevant experience in application support, service operations, or site reliability engineering, preferably within mobile financial services, payments, banking, or telecommunications sectors.
• Proven experience managing L1/L2 support in a 24x7 rotational shift framework.

Essential Skills and Competencies

• Expertise in monitoring tools including Zabbix, Grafana, Prometheus, ELK Stack, and SIEM for effective alerting, prioritization, and escalation.
• Advanced SQL capabilities on PostgreSQL databases, including working with JSONB and partitioned tables for detailed transaction investigations.
• Strong familiarity with API debugging tools (REST, SOAP/XML) and methodologies like JWT decoding, log correlation, and microservices tracing.
• In-depth understanding of MFS domain processes including onboarding, eKYC workflows (OCR, liveness detection, biometric matching), OTP and PIN management, SMS/USSD gateways, payment aggregators, and dispute resolution procedures.
• Knowledge of modern backend stacks: interpreting logs for Java Spring Boot and Node.js services, basic Kubernetes operations, Kafka monitoring, Redis data state analysis, and Linux command line troubleshooting.
• Practical programming experience in Python or Bash for automating routine operations and fine-tuning monitoring alerts.
• Experience working within ITSM systems (e.g., Jira Service Management, ServiceNow) to ensure precise incident documentation, secure handling of sensitive data, and contribution to knowledge databases.
• Understanding of software engineering practices such as Git workflows, continuous integration gatekeeping, feature flag utilization, and change advisory board (CAB) managed release procedures.
• Dependable and composed operator during non-standard hours, capable of clear, professional communication for shift transitions and stakeholder escalations.