Service Delivery – Executive (L1)

Position Overview:

Build deep knowledge of system and ensure that products are configured in accordance with customer requirements and to provide support and clarifications to the customer.

Key Responsibilities:

• Need to have a clear understanding & working experience with banking systems, interfaces, processes, certifications, TP integration cycles and partners (operations, and various business units).
• Conducts detailed analysis of queries raised, performing gap analysis between current and desired processes and systems, root cause analysis, and ensuring the appropriate divisions / vendors / partners are involved.
• Responsible for manning the production support mailbox & internal tracking tools as the main communication as Level 1 and 2 support (Experience with ticketing tools like Jira / DevOps will be an added advantage).
• Make sure of system availability as per SLA across clients / applications / interfaces.
• Proactively participate in User Acceptance Testing (UAT). Prepare testing scenarios and scripts, identify and document functional test cases, write and execute test scripts for all upgrades or conversions wherever required.
• Perform scheduled health check tasks / routine checklists, execute start-of-day, end-of-day and intraday proactive checks across applications and raise alerts in case required.
• Able to work in 24X7 shift based environment, and support implementations & scheduled releases.
• Must proficient in English, strong written, oral communication skills and able to manage internal and external stake holders and also direct customer.
• Experience with any scheme / network certification process with previous firms will be an added advantage.
• Support Disaster Recovery Test and Business Continuity activities.

Qualifications and Experience:

• Education: Degree/Diploma.
• Experience: 2-3 years’ experience in Banking /financial sector/any relevant domains is a must.

Key Skills:

• Good written and verbal Communication skills
• Experienced in UAT / Production batch / deployment.
• Effective time management skills to prioritize tasks and meet service level agreements (SLAs).
• Excellent customer service skills with a focus on providing timely and effective support.
• Analytical thinking and problem-solving abilities to diagnose and resolve technical issues.
• Accuracy in following procedures and protocols for service delivery.
• Proficiency in relevant software, hardware, and networking tools.
• Ability to troubleshoot complex problems and implement effective solutions.