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

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