Power Card L2 Support

3 days ago

Chennai, India Verinite Full time

**Experience**

3- 5 years

**Location**

Pune / Chennai

**What do we want to accomplish and why do we need you?**

Verinite Technologies is an IT consulting and service company working with banks on Consulting, Testing and Support services around Cards, Payments and Lending initiatives with our domain and technology level expertise. Verinite have successfully delivered more than 500+ of projects since inception. Verinite is a delivery & people centric organisation with cultural values of Innovation, Execution Excellence and Empathy. With our Niche knowledge and Domain expertise Verinite will create its own space in Global Banking Technology & Fintechs.

**What will you do Day to Day?**

**Essential Skills for the Job Role**
- Manage L2 production issues and support to users
- Responsible to maintain product SLAs
- Front line support to client users responding to issues related to problem/incident management
- Classify service requests according to business guidelines and service-level agreements.
- Responsibility for ensuring the necessary pro-active monitoring is in place
- Should be able to identify potential issues and take action to prevent or resolve them in a timely manner, to minimize escalations
- Formulate a problem solving and decision-making approach to handle issues
- Outstanding skills in written & oral communications
- Good knowledge in end to end credit card lifecycle will be preferred
- Ensure the daily BAU and SOPs are executed with defined SLAs.
- Ensure the closure of the issues on time, preparation of detailed RCA of issues.
- Strive for continuous improvement of incident management process and integration with other IT operations management processes.
- Track resolution of all open issues, be part of the solutioning team for war room / discussions.
- Manage audit queries related to all Credit Card Application s Production environment.

**Roles & Responsibilities**
- Manage and ensure that all support or service requests are dealt with according to the agreed procedures
- Maintain incident report and support process knowledge by working support deliverables
- Review periodic reports on the issues raised and resolved and identifies trends of issues raised.
- Achieve highest level of Customer Satisfaction
- Identify ways to improve the customer support experience throughout the lifecycle of a ticket
- Define action and work plans to address the issues
- Monitor and review service levels

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