• Diagnose, analyze, and resolve technical issues related to the banking system.
• Provide L2 support by investigating application errors, database issues, and system performance problems.
• Collaborate with L3 support teams to ensure proper issue escalation and resolution.
• Monitor application performance, system logs, and system memory alerts to identify potential issues.
• Perform routine maintenance, DR DRILL, and apply patches or updates as needed.
• Ensure UAT simulations and deployments.
• Ensure that SIT is diligently performed before UAT deployments.
• Support scheduled deployments, system updates, and configuration changes.
• Ensure all required Documents/Pre-Requisites are fulfilled as per Client’s CAB (change advisory board) much in advance before the deployment cycle.
• Work closely with developers, Client, and OEM vendors to resolve complex system issues within defined TAT.
• Escalate unresolved critical issues to L3 support, ensuring proper documentation and analysis by following defined Escalation process.
• Liaise with business users and stakeholders to provide technical insights and status updates.
• Maintain detailed records of incidents, troubleshooting steps, and resolutions.
• Analyze and study root cause of issues and work towards a permanent fix.
• Track repeat incidents and take necessary action with L3 Support.
• Update knowledge base articles, FAQs, and internal documentation.
• Provide training and guidance to L1 support teams and handle & manage the roster of the whole team.
• Ensure compliance with banking regulations, security policies, and data protection standards.
• Support audit processes and provide necessary documentation when required.
• Monitor system access controls and assist in security-related configurations.
• Monitor L1 team activities for day-to-day operations and coordinate with Bank and Vendors of Bank for daily operation.
• Knowledge of regulatory requirements in banking IT.