Job description

Role: L2 Support Engineer

Experience years: 2 - 4 Years

Interview: Virtual ( 01st round ) / Final Round Depends ( Virtual or F2F )

Mode: Work From Office

Location: Chennai - Annathalai

Technical Skills :

SQL, SQL Server, SQL Queries, Incident Management, Patches, Change Request, Configuration.

Expectation :

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

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 requirements
adherence to bank's internal IT process and policy
applications 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.