Application Support – Enterprise Loyalty

The Support Resource to provide L1 technical support to the Bank’s Loyalty system and resolving the technical issues. The Support role must coordinate with all internal stakeholder and Loyalty Vendor for L2/L3 support in resolving the incidents and Service requests within the SLA time. New resource should possess good technical

knowledge on SQL, PL/SQL, DotNet and Rest API.

Key Responsibilities

• Troubleshoot and diagnose issues related to Loyalty application, portal and Database.
• Provide the required technical and application support to the teams.
• Communicate and document the support issues and escalate to the appropriate IT staff or vendor when necessary.
• Coordinate activities among different business and technical groups.
• Carry out assignments individually or as part of a team, applying knowledge, skills, and experience.
• Demonstrate an understanding of the technical issues raised and propose viable solutions within the acceptable scope.
• Work with business users, IT businesses, technical support teams and vendors, monitor and report on the progress of required tasks and maintain an emphasis on the early identification and rectification of problems.
• Provide customer service to increase the current customer satisfaction levels.
• Maintain documentation of existing systems and processes.
• Conform to IT and bank policy and procedures.
• Follow strictly release management process for all NON-Prod and Production deployments.
• Ensure performance standards and assigned KPIs are met.
• Performs at par or above the enterprise’s Information Technology performance standards.
• Strives to learn the job functions of the position’s immediate superior as well as peer-level positions

with whom the individual interacts. It is the responsibility of the individual to be prepared for

temporary re-assignment and/or promotion due to extended illness, personal emergency, or business necessity.

• Fulfils departmental requirements in terms of providing work coverage and administrative notification during periods of personnel illness or vacation.

Required Technical Skills:

• Strong knowledge of SQL and PL/SQL for data analysis, troubleshooting, and query optimization.
• Good understanding of .NET applications and related technologies.
• Experience working with REST APIs, including testing, troubleshooting, and integration support.
• Familiarity with application logs, batch processes, and production support activities.
• Understanding incident management, service request handling, and SLA-driven support environments.
• Hands-on experience with SQL Server Integration Services (SSIS), including monitoring, troubleshooting, and support of ETL packages, data loads, and scheduled jobs.
• Knowledge of Microsoft SQL Server, batch processing, and database support activities.
• Familiarity with application logs, job schedulers, and production support processes.

Key Requirements

• At least 10+ years of technology experience in banking with experience in LOYALTY Rewards Platform will be an advantage.
• Good technical skills on SQL, PL/SQL, SSIS, DotNet and RestAPI.
• Be highly aware of market trends, new technologies, new Fintech products, and business models.
• Be a good team player and self-motivated with strong analytical mindset plus able to manage multiple agile squads.
• Deep understanding on non-functional requirements and experience using monitoring solutions such as AppDynamics.
• Strong team building and people management skills are a must.
• Experience in both waterfall and agile methodologies.
• Excellent presentation, analytical and articulation skills.
• Experience in supporting 24x7 systems is a must.
• Domain knowledge in ENTERPRISE LOYALTY services is a must.
• A University degree in Computer Science and/or equivalent experience.
• Must be confident, eager, and willing to take on new challenges. Must be co-operative with good interpersonal, negotiation and conflict resolution skills.
• Proficiency in Visio and Jira a must.
• Sufficient level of technical background to provide support.
• Capability to develop technical solutions to complex business problems from Proof-of-Concept (POC) to development, testing, production implementation and support.
• Knowledge on cloud native services and its effective usage.

Skills: SQL , PL/SQL , DotNet