Duties and responsibilities:
Responsibilities
- Collaborate with Client and Support team to ensure customer queries are duly addressed
- Monitor application status & performance and escalate issues to relevant stakeholders
- Analyze functional and technical cases and provide a resolution in accordance with agreed customer metrics
- Maintain status of problem resolution and stake holders on resolution status
- Responsible to work with global business teams and SMEs to understand and analyze functional requirements
- Prioritize and execute the operational tasks
- Work in different shifts round the clock, 24X7
- Provide adhoc support over the week-off
- Provide service desk support for Incidents, service requests to all stakeholders
- Extraction of relevant MIS
- Document known issues & solutions and ensures adequate internal communication of problem resolution
- Responsible for monitoring, operating, managing, troubleshooting and restoring the service
- 2-5 years of experience in L2 application/production support, backend operations for
- Familiar with the fundamental principles of ITIL/SLA
- Should have good verbal and written communication skills
- Should have hands on working experience in Unix, MSSQL
- Should have hands on working experience in Oracle 9i/10g/11g, MySQL
- Ability to write and execute SQL queries to validate data
- understanding of object-oriented programming, distributed systems, web technology and web protocols (HTTP, TCP/IP)
- scripting knowledge of UNIX, PERL and PYTHON will be plus knowledge on JAVA, C++ and PRO*C will be a plus
- BE/MCA or relevant technical discipline required
- Preferably from Payment-Banking Industry