Enterprise Technical Support Specialist

1 week ago

Pune, Maharashtra, India Sarvatra Technologies Full time
About the Role

We are seeking a highly skilled Enterprise Technical Support Specialist to join our team at Sarvatra Technologies.

Job Description

Responsibilities:

  • Resolve L2 tickets reported via Service Desk or emails in a timely manner.
  • Provide Day-to-Day L2 support for SBI Clients.
  • Provide ad hoc reports using SQL, as per client requirements.
  • Understand issues, analyze logs, and escalate incidents to the concerned team as needed.
  • Assign tickets to L3 support and follow up with the relevant teams to ensure timely issue resolution.
  • Coordinate with Test, Development, Network, Database, and Client teams to address issues and facilitate resolutions.
  • Oversee production release deployment, monitor post-deployment activities, and ensure smooth operation.
  • Raise Service Requests (SR) for various deployment activities, adhering to the defined protocols and obtaining necessary approvals from SBI authorities.
  • Maintain comprehensive documentation for each activity, ensuring compliance and tracking progress.
  • Ensure adherence to Service Level Agreements (SLAs) in line with bank standards.
  • Assist in testing and validating application updates, patches, and enhancements before deployment to ensure functionality and stability.
  • Prioritize and manage multiple support tickets simultaneously, ensuring timely resolution and compliance with SLAs.
  • Provide guidance and mentorship to Level 1 support analysts, assisting them in improving their technical skills and knowledge.
  • Collaborate with end-users to understand their needs, gather feedback, and offer guidance on effectively using applications and services.
  • Contribute to the creation and maintenance of support documentation, such as user guides, troubleshooting guides, and knowledge base articles, to streamline issue resolution and improve team efficiency.
Required Skills and Qualifications

Key Requirements:

  • Proficiency in SQL for generating reports and troubleshooting issues.
  • Strong understanding of payment technologies such as IMPS, UPI, and CBDC.
  • Experience with Linux systems and command-line tools.
  • Knowledge of switching technologies.
  • Expertise in log analysis and troubleshooting.
  • Strong team management skills, including coordination across cross-functional teams.
  • Excellent communication and problem-solving abilities.
  • Experience in mentoring and training junior support analysts.
Salary and Benefits

The estimated annual salary for this role is ₹800,000 - ₹1,200,000, depending on experience. We offer a comprehensive benefits package, including medical insurance, retirement planning, and opportunities for professional growth and development.

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