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.
