Key Facts

Remote From:

United States

Full time

Senior (5-10 years)

English

Roles & Responsibilities

8-12 years of experience
L2/L3 production support experience
Incident and problem management
Application support leadership

Requirements:

Lead L3 production support operations for mortgage/banking applications
Manage high-priority incidents and ensure timely resolution
Coordinate with infrastructure, development, QA, DevOps, and business teams
Drive root cause analysis (RCA) and preventive actions

Georgia IT, Inc.

About Georgia IT, Inc.

Georgia IT, Inc. provides IT Consulting for a wide range of IT services and custom build turn-key enterprise solutions. GIT specializes in improving business scalability and efficiency through BSM and SBA Solutions. GIT transforms business with service management and service automation solutions. We are BMC & HP partners. GIT Services include custom built enterprise software and customer-centric web portals, network design and implementation, remote and site-to-site VPN, network and server security assessment and setup, server and desktop virtualization, and many others. GIT also provides IT Consulting in many areas such as Disaster Recovery Planning, Enterprise Data Backup Strategy, Long Term Strategic IT Planning and Augmentation Professional Services Solutions. Professional Services Specialties: Business Process Integration, Software Integration & Development, Web portal, Networking, Remote and site-to-site VPN, Virtualization Solutions, Product Development Please contact us Hrus@georgiait.com / uthay@georgiait.com/470-798-5000 x 1010 / (732) 890-2535 direct

Founded: 2018

Company size: 51 - 200

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Job description

Job Title : L3 Support Lead – Mortgage / Banking Applications
Employment Type : Contract
Work Model : Remote – (United States)
Years of experience : 8-12 years
Rate: DOE
Core Responsibilities :
Production Support Leadership

Lead L3 production support operations for mortgage/banking applications
Manage high-priority incidents and ensure timely resolution
Coordinate with infrastructure, development, QA, DevOps, and business teams
Drive root cause analysis (RCA) and preventive actions
Ensure SLA adherence for production support metrics

Major Incident Management

Act as Incident Commander during Sev1/Sev2 incidents
Lead bridge calls with client stakeholders and technical teams
Manage escalations and business communications
Coordinate recovery activities across global teams
Publish incident reports and post-mortem documentation

Offshore-Onsite Coordination

Coordinate work across U.S. onsite and offshore teams
Ensure smooth shift handovers and operational continuity
Mentor offshore support engineers
Track operational KPIs and escalations

Domain-Focused Responsibilities

Support mortgage servicing and loan origination applications
Understand banking workflows, compliance, and transaction flows
Handle production support for lending platforms and financial applications
Work closely with business users during production outages

3. Key Skill Requirements
Technical Skills :
Mandatory Skills :

L2/L3 production support experience
Incident and problem management
Application support leadership
Monitoring and alerting tools
SQL troubleshooting
Log analysis
Ticketing systems (ServiceNow, Jira)
RCA documentation
SLA/KPI management

Preferred Technical Skills :

Banking or mortgage platforms
API troubleshooting
Middleware support
Cloud environments (AWS/Azure)
Unix/Linux knowledge
Database troubleshooting
DevOps exposure
Observability tools (Splunk, Dynatrace, AppDynamics)

Domain Skills :
Strongly Preferred

Mortgage servicing systems
Loan origination systems (LOS)
Retail banking operations
Lending workflows
Payment processing systems
BFSI compliance understanding

Leadership Skills

Crisis management
Executive communication
Stakeholder management
Offshore team coordination
Escalation handling
Decision making under pressure

4. Ideal Candidate Profile

Category	Preferred Profile
Experience	8-12 years
Domain	Mortgage / Banking / Financial Services
Support Experience	L3 Production Support Lead
Incident Management	Sev1 / Sev2 ownership
Team Coordination	Offshore + Onsite
Client Interaction	Mandatory
Work Model	Remote
Communication	Excellent verbal and written
Leadership	Strong escalation management