L2 Enterprise Support Engineer

Job highlights

• Provide ad hoc reports using SQL as per client requirement . Understanding issue,analyzing logs and reporting issue to the concern team . Assigning Tickets to L3 and follow-up with concern team unless issue get resolved .
• Maintain good rapport with bank users .

To provide day-to-day L2 support to Enterprise Client, Release deployment on production, Implementation of new modules, Provide KT to bank staff.

Responsibilities

PRIMARY

• Resolving L2 tickets reported in Wolken Sarvatra Service Desk
• Provide ad hoc reports using SQL as per client requirement
• Understanding issue, analyzing logs and reporting issue to the concern team
• Assigning Tickets to L3 and follow-up with concern team unless issue get resolved
• Coordination with Test, Dev, N/w teams and Clients
• Ensure that the several testing and validation processes are improved continuously
• Raising SR for various activities related to Deployment as protocol says
• Maintaining all documentation work for each activity performed previous night
• Publish the improvements to all the stakeholders and depict the improvements using data points

SECONDARY

• Maintain good rapport with bank users
• Communicate with Network, Development and Testing teams
• Reviewing status reports from team managers and taking appropriate action
• Seeking feedback from management when and wherever necessary

ADDITIONAL

• Communicate with Switching team for new releases deliverables and switching related issues

• Provide support after office hours to various banks

• Provide support on holidays

• Coordinate activities which enforce quality improvements

• Resolving conflicts among team members

• Maintaining cordial relationships between cross functional teams like development, configuration management, program management, product managers

• 2+ years experience