L2 Support engineer

L2 Support resource should have minimum 2-year of experience with capability to address the end to end product support but not limited to addressing bank s requirements, documentation, business impact analysis, patch/change/configuration management,

Skills - Oracle DB, CRM, OpenShift Platform, Client Collaboration

Preferrable Domain - BFSI

Support Functions Expected out of the resource:

Incident management and response, submission of RCA, ensuring the system security, performing DR drill and business continuity as per the

bank s requirements, adherence to bank s internal IT process and policy, application s configuration availability of environments to bank, proactive addressing complaints and service requests from the bank, performance tuning,

Responsible for stability of environments ensuring application and all interfaces have maximum availability, must assist for problem diagnosis and troubleshooting, Collaborate closely with other internal technical teams/business users in investigating, Follow escalation procedures and incident management and response during outages

Implementation Functions:

Create Change Requests (CRs) for the defects/enhancements reported by the bank with OEMs, liaise with all the OEMs for troubleshooting of issues, Create Knowledge Base articles (FAQ/Solutions) for the issues/incidents, Understand the product issues reported by the bank and reproduce them to OEMs, deployment of
codes/services/APIs, testing and implementing Application fix, Responsible for handling Change Management, raising Change Request and scheduling for the implementation of fixes and enhancements,

Act as a facilitator and coordinate between various teams to resolve complex issues and outages, Ensure all new deployments have correct documentation as per the bank s IT process, Ensure accurate and timely incident and problem logging,

Track incidents and provide regular updates to bank on request status and progress, Perform Root Cause Analysis and Regular Reporting to identify areas for review for improvement, Remediate all the VAPT observations.