L2 IT Application Support Associate - Ticketing System

ConfidentialKolkata, India

1 day 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)

Skills Required

Apis, Payment Gateways, Sql, Mobile Banking

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