Provide support for 24/7 production operations in a core banking environment, ensuring system stability, resolving incidents, handling problems, and driving continuous service improvement.
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Execute and monitor the Close of Business (COB) process and resolve any issues that occur.
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L1 Support: respond to user queries, resolve minor technical issues, perform initial diagnosis, and maintain documentation.
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L2 Support: in-depth troubleshooting, root cause analysis, patch and upgrade management, batch processing support, reconciliations, and end-of-day operations.
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Manage tickets end-to-end, analyze issues, communicate with stakeholders, and ensure timely resolution.
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Collaborate closely with Infrastructure, Database, Security, and L3 teams.
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Contribute to documentation such as FAQs and how鈥憈o guides.
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Participate in critical phases like Go Lives, branch openings, and upgrades.
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Help develop or improve support tools that speed up analysis and enhance user experience.