Brief Description

Provide Level 1/2 (L1/L2) Technical & Functional Support of Channel Applications and systems. Ensure the proper closure and resolution of issues, which includes accurate call logging, escalation, and follow-up to completion within the defined Service Level Agreements (SLAs). Make recommendations for procedural modifications or improvements to enhance business operations.

Key Roles

• Ensure 24×7 operations for channels.
• Provide L1/L2 support on channel products.
• Monitor all channels for availability and performance, taking corrective actions to ensure system/application availability.
• Resolve channel issues and pain points while coordinating with team members and respective vendors.
• Adhere to the bank’s policies and procedures in managing and supporting channels and related banking applications.
• Conduct housekeeping tasks, including user creation and management, resolving user issues on service desk portals, and providing data to business users.
• Proactively monitor channel applications and systems for stability.
• Ensure up time of services offered through banking channels as per SLA.
• Proactively monitor channel applications and systems for stability.
• Test patches within specified SLA time frames.
• Resolve issues raised by business users within specified SLA time frames, ensuring proper communication with relevant stakeholders.

Technical Skills
Good understanding of ISO 8583.

• Proficiency in UNIX/Linux/MS Windows Server.
• Knowledge of programming languages (Java, C++, .NET, JavaScript, XML).
• Knowledge of cloud-based technologies is an added advantage.
• Experience with Oracle, SQL, MySQL, PL-SQL.
• Familiarity with web technologies (J2EE, IIS, Apache).

Education and Experience

• A bachelor’s degree in computer science, Information Technology or a related field.
• A minimum of 1 year of experience in supporting/ managing channel systems in a banking environment
• Exposure to application support models and emerging technologies across diverse platforms.
• Good understanding of banking applications, services, standards, and best practices.

Knowledge, Skills and Abilities

• Excellent oral and written communication skills.
• Strong analytical, troubleshooting, and problem-solving skills.
• Up-to-date with channel system information, changes, and updates.
• Effective customer and team interaction and handling skills.
• Flexibility to work in a 24×7 environment and adaptable to various work demands.
• Motivated and willing to learn about other systems within the digital channels space.
• Understanding of technologies and best practices is an added advantage.