Senior Analyst (Customer Success)

8 - 10 years

0 - 1 Lacs

Thane Navi Mumbai Mumbai (All Areas)

Posted:2 months ago| Platform: Naukri logo

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Work Mode

Work from Office

Job Type

Full Time

Job Description

Job Purpose

To ensure resolution of issues reported by Customers and Stakeholders for Net Banking and Mobile Banking applications

Role & responsibilities

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

Key Skills

  • Strong Technical & Analytical skills
  • Strong Customer-facing, interpersonal skills 
  • Understanding of application logs, tools such as AppDynamics
  • Knowledge of cloud-based application support (AWS/GCP)
  • Should have worked on mobile or web-based application support 
  • Exposure to banking preferable

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Hdfc Bank logo
Hdfc Bank

Banking

Mumbai Maharashtra

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