PL/SQL Application Support – L1 (Techno-Functional)

The PL/SQL Application Support – L1 role is responsible for providing 24×7 techno-functional application support for critical banking applications. The role involves analyzing and monitoring SMS front-end and back-end systems, supporting SMS and SMS-based OTP services, coordinating with vendors, and resolving functional and technical issues raised by bank branches and internal stakeholders.
Application & Production Support

• Provide second-level support for application issues, including troubleshooting and resolving complex technical problems related to applications.
• Respond promptly to incidents raised through ticketing systems and ensure resolution within defined SLAs.
• Analyze logs, error messages, and application behavior to identify root causes.
• Perform routine system checks to ensure application health and availability.
• Monitor application performance and availability using dashboard monitoring tools.

SMS & OTP Support

• Analyze and monitor the SMS front-end as well as back-end systems.
• Respond to functional and technical queries received through:
  • Emails
  • Telephones
  • iTouch CRM
• Handle queries from bank branches pertaining to:
  • SMS services
  • SMS-based OTPs
• Coordinate with SMS vendors for issue resolution and service continuity.

Maintenance & Operations

• Perform regular maintenance tasks such as:
  • Log rotation
  • Database updates
  • Configuration checks
• Implement and verify patches, upgrades, and configuration changes as directed by internal patching and DBA teams.
• Participate in DCDR drill activities.
• Support 24×7 operations, including night shifts.

Collaboration & Documentation

• Collaborate with development teams to support application releases and enhancements.
• Contribute to knowledge base articles, FAQs, and documentation for known issues and best practices.
• Proactively identify trends or recurring patterns in incidents and recommend long-term solutions.
• Assist users with queries related to application functionality and workflows.
• The reporting manager can assign any other task as per project requirements.