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Senior Analyst (Customer Success)

Senior Analyst (Customer Success)

Hdfc Bank

8 - 10 years

0 - 1 Lacs

Thane Navi Mumbai Mumbai (All Areas)

Posted:1 day ago| Platform:

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Skills Required

Banking Query Resolution Technical Queries Resolution Mobile Applications Query Handling Web Based Application Customer Queries

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

www.hdfcbank.com/

Banking

Mumbai Maharashtra

10001 Employees

242 Jobs

Key People

Sashidhar Jagdishan

Managing Director & CEO
Kaizad Bharucha

Executive Director
Rakesh Sethi

Executive Director
Rajiv Lall

Independent Director

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Senior Analyst (Customer Success)