Support and Maintenance

As a Support and Maintenance professional, you will be responsible for managing and allocating day-to-day support, as well as overseeing customer helpdesk operations. With a minimum of 3 years of experience as an engineering graduate, you will be expected to have a good understanding of CDBC systems, bank setup, recovery procedures, and system performance monitoring tools such as Splunk and Dynatrace (optional). Your role will involve investigating technical system events, issues, and user inquiries by responding to and managing service requests. Additionally, you will be required to have experience with Oracle Database and SQL Server, managing SQL servers, as well as knowledge in .Net, C#, Java, and Spring Boot. Maintenance and monitoring of Application Servers (e.g., Tomcat) and Web Servers (e.g., NGINX, Apache HTTPD) will also be part of your responsibilities. You should be proficient in writing SQL queries for data extraction. Communication and collaboration skills are essential in this role, as you will be part of an onsite team comprising L1, L2, and L3 resources to manage and support projects effectively. Your key responsibility areas will include keeping up with crucial IT functions, managing business-critical tasks, facilitating intelligent business processes, and ensuring adherence to all cut-off times and SLAs. In terms of technical support and maintenance levels, you will be involved in L1 support as the first point of contact for customers, L2 support for more thorough troubleshooting, and L3 support for implementing updates, managing configuration changes, and developing disaster recovery plans. Your role will also involve upgrading software, installing programs, and addressing performance issues to maintain optimal system functionality.,