L2 Support Engineer

Role: L2 Support Engineer

Experience years: 2 - 4 Years

Interview: Virtual ( 01st round ) / Final Round Depends ( Virtual or F2F )

Mode: Work From Office

Location: Chennai - Annathalai

Technical Skills :

• SQL, SQL Server, SQL Queries, Incident Management, Patches, Change Request, Configuration.

Expectation:

• L2 Support resource should have minimum 2-year of experience with capability to address the end to end product support but not limited to addressing bank s requirements, documentation, business impact analysis, patch/change/configuration management

Support Functions Expected out of the resource:

• Incident management and response, submission of RCA, ensuring the system security, performing DR drill and business continuity as per the bank requirements
• adherence to bank's internal IT process and policy
• applications configuration availability of environments to bank, proactive addressing complaints and service requests from the bank, performance tuning
• Responsible for stability of environments ensuring application and all interfaces have maximum availability
• must assist for problem diagnosis and troubleshooting
• Collaborate closely with other internal technical teams/business users in investigating
• Follow escalation procedures and incident management and response during outages

Implementation Functions:

• Create Change Requests (CRs) for the defects/enhancements reported by the bank with OEMs
• Liaise with all the OEMs for troubleshooting of issues, Create Knowledge Base articles (FAQ/Solutions) for the issues/incidents
• Understand the product issues reported by the bank and reproduce them to OEMs
• Deployment of codes/services/APIs
• Testing and implementing Application fix
• Responsible for handling Change Management
• Raising Change Request and scheduling for the implementation of fixes and enhancements
• Act as a facilitator and coordinate between various teams to resolve complex issues and outages
• Ensure all new deployments have correct documentation as per the bank s IT process
• Ensure accurate and timely incident and problem logging
• Track incidents and provide regular updates to bank on request status and progress
• Perform Root Cause Analysis and Regular Reporting to identify areas for review for improvement
• Remediate all the VAPT observations.