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.
