L3 Support, Avp

**L3 Support, AVP**:
**Job ID**:R0394874

**Full/Part-Time**:Full-time

**Regular/Temporary**:Regular

**Listed**:2025-07-08

**Location**:Pune

**Position Overview**:
**Job Title
- L3 Support, AVP**

**Location
- Pune, India**

**Role Description**
- At the “Service, Solutions and AI” Domain, our mission is to revolutionize our Private Bank process landscape by implementing holistic, front-to-back process automation. We are committed to enhancing efficiency, agility, and innovation, with a keen focus on aligning every step of our processes with the customer’s needs and expectations. Our dedication extends to driving innovative technologies, such as AI & workflow services, to foster continuous improvement. We aim to deliver ‘best in class’ solutions across products, channels, brands, and regions, thereby transforming the way we serve our customers and setting new benchmarks in the industry.

**What we’ll offer you**

As part of our flexible scheme, here are just some of the benefits that you’ll enjoy
- Best in class leave policy
- Gender neutral parental leaves
- 100% reimbursement under childcare assistance benefit (gender neutral)
- Sponsorship for Industry relevant certifications and education
- Employee Assistance Program for you and your family members
- Comprehensive Hospitalization Insurance for you and your dependents
- Accident and Term life Insurance
- Complementary Health screening for 35 yrs. and above

**Your key responsibilities**
- Diagnose and resolve complex technical issues escalated from L1 and L2 support, including in-depth analysis of existing processes and the underlying system landscape.
- Analyze system logs, perform root cause analysis, and implement long-term solutions to prevent recurrence.
- Manage incident and problem tickets raised by stakeholders, ensuring timely resolution and clear communication throughout the lifecycle.
- Provide mentorship and technical guidance to junior team members and other support levels.
- Create and maintain comprehensive documentation, including known issues, resolution steps, and standard operating procedures.
- Develop internal technical guides and knowledge base articles to support both team operations and end-user self-service.
- Collaborate with development teams to identify, troubleshoot, and resolve software bugs or system-level issues.
- Work closely with IT Application Owners (ITAOs) to support technical deliverables and, when required, contribute to infrastructure development or support.
- Partner with cross-functional teams to provide technical insights and ensure alignment with business objectives.
- Demonstrate ownership by proactively initiating and driving L3-level tasks to completion without waiting for formal assignment.
- Communicate complex technical information effectively to non-technical stakeholders.
- Monitor system performance and reliability, implement preventive measures, and update monitoring configurations as needed.
- Execute SQL and shell scripts upon business request, ensuring accuracy and auditability.
- Automate repetitive manual tasks using tools such as Ansible to improve operational efficiency.
- Participate in disaster recovery (DR) drills, system upgrades, patching, and other maintenance activities.

**Your skills and experience**
- **Experience in Technical Issue Resolution**:At least 9+ years of experience diagnosing and resolving complex technical issues escalated from L1 and L2 support levels.
- **System Monitoring and Analysis**:Analyze system logs, monitor system health using tools, conduct root cause analysis, and implement solutions.
- **Unix/Linux and Oracle Expertise**:Proficiency in Unix/Linux operating systems and Oracle Database management.
- **Windows Server and MS SQL Expertise**:Proficient in managing and troubleshooting Windows Server environments and working with MS SQL Server for configuration, maintenance, and Database Management.
- **SQL Proficiency**:Strong command of SQL for querying, performance optimization, data analysis, and database management tasks.
- **Shell Scripting (Linux and PowerShell)**:Proficient in developing and maintaining automation scripts using Linux shell scripting and Windows PowerShell for system administration, task automation, and operational efficiency.
- **Certificate Management (SSL, TLS and Device Certificates)**:Experienced in managing SSL, TLS certificates and handling IEEE 802 device certificates for secure communication and authentication across systems.
- **Networking Fundamentals**:Knowledgeable in networking concepts and protocols, with practical experience in configuring and troubleshooting network-related issues in enterprise environments.
- **Middleware and Tool Proficiency**:Excellent knowledge of Unix/Linux, Webservices, messaging systems (JMS/MQ), and ticketing tools like ServiceNow.
- **ITIL Process Knowledge**:Familiarity with incident management, problem management, and handling service requests raised by business stakeholders.
- **Monitoring