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