L2 IT Application Support Associate

3 days ago

Kolkata India Bosontech IT Services Private Limited Full time

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)

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