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L2 IT Application Support Associate - Ticketing System

L2 IT Application Support Associate - Ticketing System

BOSONTECH IT SERVICES PRIVATE LIMITEDKolkata
3 days ago
Job description

Description :

  • Handling tickets related to all Application raised by the end user / L1. Guidance on functionality to end user / L1. Also, on need basis extending support in IT Project implementation. Coordinate with other OEM / ASP team for resolution. Handling Backend updates and queries.

Duties and Responsibilities :

  • Understanding on the overall banking Products prevalent in Indian Banking Industry.
  • Good understanding on the Core Banking / CBS functionalities and supporting applications used by Banks like Retail Internet Banking, Mobile Banking / IMPS, UPI, NACH, SFMS, Payment Gateways etc. to name a few and different ways they are connected to each other.
  • Must have worked in the application support role in the past to get a hands-on experience.
  • Understanding on the tables and Database for extraction of data or analysis of the data related to certain issues- basic understanding of SQL.
  • Good understanding on the processes followed for resolution of the production issue and their reporting with root cause and corrections.
  • Good communication skill to articulate issues faced or resolution suggested in the application to different internal and external stakeholder of the bank.
  • Effective monitoring skills to monitor the open issues and take them for a logical closure.
  • Provide resolution, if possible, from front end.
  • Forward the issue to next level after completing full analysis of the issue and (OEM / Application Team) if not possible to resolute from Helpdesk End.

    • Job Description :

  • Scan all the tickets from users / Branches / BUs / HO forwarded by L1 regarding different issues or requirements sent to Helpdesk. Communicate with the L1 and understand the Issue if required.
  • Perform minimum analysis of the issue to come to a conclusion if the issue is related to understanding or there is issue in the system.
  • Recording of the application issues and informing the IT vendor after gathering minimum information.
  • Initiating calls or arranging supporting data for stimulation of the issue and get resolution of the same.
  • Participate in the Severity 1 and 2 calls and update the stakeholders about the status of the issue and corrective measures.
  • Assist business in reconciliation of the transaction data for the transactions involved in payment gateways, understanding of payment flows such as Card payments, eComm, POS, NEFT / RTGS etc., interfaces, ATM SWITCH, basic knowledge on APIs etc.
  • Co-ordinate with NPCI, IDBRT, UIDAI, Payment Gateway provider to understand the downtime / maintenance activity schedules and inform bank stakeholders for necessary action.
  • Operational activities EOD, BOD execution for FC CBS (i.e. during night support).
  • Support during DC DR Activity support.

    • (ref : hirist.tech)

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