L2 IT Application Support Associate - Ticketing System

Description

• Handling tickets related to all Application raised by the end user / L1. Guidance on functionality to end user / L1. Also, on need basis extending support in IT Project implementation. Coordinate with other OEM/ASP team for resolution. Handling Backend updates and queries.
  

Duties And Responsibilities

• Understanding on the overall banking Products prevalent in Indian Banking Industry.
• Good understanding on the Core Banking/CBS functionalities and supporting applications used by Banks like Retail Internet Banking, Mobile Banking/IMPS, UPI, NACH, SFMS, Payment Gateways etc. to name a few and different ways they are connected to each other.
• Must have worked in the application support role in the past to get a hands-on experience.
• Understanding on the tables and Database for extraction of data or analysis of the data related to certain issues- basic understanding of SQL.
• Good understanding on the processes followed for resolution of the production issue and their reporting with root cause and corrections.
• Good communication skill to articulate issues faced or resolution suggested in the application to different internal and external stakeholder of the bank.
• Effective monitoring skills to monitor the open issues and take them for a logical closure.
• Provide resolution, if possible, from front end.
• Forward the issue to next level after completing full analysis of the issue and (OEM/Application Team) if not possible to resolute from Helpdesk End.
  

• Scan all the tickets from users/Branches/BUs/HO forwarded by L1 regarding different issues or requirements sent to Helpdesk. Communicate with the L1 and understand the Issue if required.
• Perform minimum analysis of the issue to come to a conclusion if the issue is related to understanding or there is issue in the system.
• Recording of the application issues and informing the IT vendor after gathering minimum information.
• Initiating calls or arranging supporting data for stimulation of the issue and get resolution of the same.
• Participate in the Severity 1 and 2 calls and update the stakeholders about the status of the issue and corrective measures.
• Assist business in reconciliation of the transaction data for the transactions involved in payment gateways, understanding of payment flows such as Card payments, eComm, POS, NEFT/RTGS etc., interfaces, ATM SWITCH, basic knowledge on APIs etc.
• Co-ordinate with NPCI, IDBRT, UIDAI, Payment Gateway provider to understand the downtime/ maintenance activity schedules and inform bank stakeholders for necessary action.
• Operational activities EOD, BOD execution for FC CBS (i.e. during night support).
• Support during DC DR Activity support.