Technical Support (L2)

Job highlights

• Responsibilities: To provide expert L2 support on process and products and to ensure a professional and consistent delivery of quality service to operation team and achievement of operational targets and manage workload . Other: Should have ability to manage difficult customer situations,to respond promptly to the needs of the customer,respond to requests for service / assistance

• Experience in Dot Net MVC/WCF, SQL server 2008, Oracle 10G.

• Deployment of approved changes, patches and bug fixes as instructed by L3 Administrators.

• Tracking, reporting and building up of knowledge base for various types of incidents.

• Tracking and checking for pending issue status and taking an action accordingly.

• To attend each mail received by the client and revert with functional or technical resolution.

• To attend the phone calls with the end user for clarification of information in regards to functionality or other queries.

• Keep Updating the log sheet for all the cases, queries raised by the client via mail and submitting it Daily / Weekly / Monthly reporting.

• Need to take care of Data movement or purging activity raised by the Bank-IT.

• Handle the critical issues reported by the user and close the same within a given TAT also submit the RCA if requested by the client.

• Handling support for Production systems with the ability to communicate / interact with the customers, quick trouble shooting and means of meeting to meet the SLA.

• Disaster Recovery support.

• To provide the necessary application training to L1 resource and monitor the activities performed by the junior resource periodically.

Responsibilities: To provide expert L2 support on process and products and to ensure a professional and consistent delivery of quality service to operation team and achievement of operational targets and manage workload

Other: Should have ability to manage difficult customer situations, to respond promptly to the needs of the customer, respond to requests for service/assistance