Analyst- Customer Success (L2)

Job Description

To ensure resolution of issues reported by Customers and Stakeholders for Net Banking and Mobile Banking applications Job Reponsibilities: Application support (L2) for customer issues and transaction failures on NB and MB applications Understanding issues Finding Root Cause Analysis (RCA) Troubleshooting & resolution of production issues Co-ordinating with Ops and L0/L1 teams to manage customer complaint queues Co-ordinating with stakeholders for resolution Tracking & escalation of Issues Tracking & review of application issues/bugs Meet & discuss with respective stakeholders Regular follow up with stakeholder Escalation of issues Application & Infrastructure management Understanding & planning for blackouts, DR activity Application/Transaction Monitoring Application Usage and Performance Reporting Support Emergency Changes Understand Change and Requirement detailing Planning for PVT & resources (internal customers) Execution of PVT Coordinating with Ops, Engineering and Product teams Experience: Minimum experience in years – 5-10 years Should have worked on mobile or web-based application support Exposure to banking preferable Show more Show less