Senior Support Engineer – Net Banking

7 days ago

Navi Mumbai, India IDBI Intech Full time
  • The Senior Support resource will be responsible for managing and providing advanced technical support for FEBA Retail Internet Banking, Corporate Internet Banking, and Etax applications (L2/L3).
  • Resolve complex issues by analyzing logs, tables, coordinating with vendors, and guiding L2/L1 teams.
  • Monitor system performance and proactively address issues to ensure availability and reliability.
  • Ensure closure of VAPT, AppSec, Compliance, IS Audit items within defined TAT.
  • Primary escalation point for complex issues, maintaining stakeholder communication.
  • Diagnose, prioritize, and resolve incidents; document resolutions and preventive measures.
  • Collaborate with infra, dev, and third-party teams during incident resolution.
  • Analyze recurring issues for root cause and recommend improvements.
  • Participate in change management and post-deployment support activities.
  • Maintain technical documentation, guidelines, and knowledge base.
  • Generate reports on support metrics and communicate to management.
  • Liaise between support team, IT Ops, and business clients for issue status.
  • Ensure SLAs are consistently met and tasks are well coordinated.
  • Mentor junior staff and promote best troubleshooting practices.
  • Contribute to quality initiatives and continual improvement processes.

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