Professional 2 - Card and Payments Application

4 days ago

Bengaluru, India DXC Technology Full time

The Resources expected carry out the below Level 2 Production support activities.

**Incident Management**
- Monitor HP Service Management (HPSM) workflow tool;
- Diagnose the incident and work towards resolution of the incident;
- Perform detailed investigation along with OEM vendor team and diagnosis with the aim to resolve the incident and restore normal service operation;
- Close the ticket and, as part of the closure procedure, verify the original incident categorization, and assign an appropriate closure code, so that the captured information reflects the accurate incident content;
- If incidents are not related to Cards Application, then the tickets will be re-assigned to respective teams and HP team will be informed about the same;
- Root cause analysis of critical issues;
**Problem Management**
- Investigate and diagnose the problem along with OEM vendor team (where required) including analyzing the problem to diagnose the problem and then identify the Root Cause and document the Workaround (when applicable);
- Implement changes to resolve the problems via the change management process after the same is provided by OEM vendor team;
**Change Management**
- Initiate a Request for Change (RFC) or receive a RFC from an authorized requestor;
- Assess the RFC for completeness and relevance and accept or reject the RFC request;
- Support execution of test plans by OEM vendor team;
- Implement the change based on plans and schedules;
- Monitor the Change against predefined acceptance criteria;
- Attend scheduled and emergency CAB meetings along with HP Support manager;
**PROCESS and ESCALATION**
- Escalation to next level as per escalation matrix defined for all products wise

**Application Services Scope **( **Application L2 Services Support **)
- Analysis and resolution of Applications related issues during operations and maintain proper document/log for the resolution provided.
- Co-ordinate with L3 support vendor in case of product bug/ enhancement requirement and follow up with the vendor for early solution.
- Answer end user’s queries in relation to OEM product setup
- Co-ordination with Bank Teams for Month End, Quarter End, Half Year End and Year End and performing DR drill activities. Resolution of the issues reported during the execution of the above specified periods.
- Patch Deployment
- Support during the Disaster Recovery activities;
- Maintenance of services related to OEM product suite in production.
- Monitoring & Resolution of issues related to OEM Product suite.
- Deployment of Product/Customization patch as per the Change request.

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