Source description
About the role
Key Responsibilities Incident Management: Act as the primary contact for banking staff, identifying, diagnosing, and resolving IT issues (e.g., core banking applications, VPN, network). Production Support: Monitor applications and IT infrastructure, providing Level 1 (and sometimes Level 2) support to ensure banking operations continue without interruption. User Support & Escalation: Provide troubleshooting over the phone, via email, or chat, escalating complex problems to higher-level support teams as needed. Responsible for installation and configuration of new PCs, Laptops Support OS installation, application installation, OS and application patch management, Video conferencing setup, print services Supports hardware troubleshooting Supports basic networking concepts, LAN & WAN technology, VPN Supports Data back up and restoration jobs Supports User profile management like profile creation, deletion, reset user accounts, password management, VPN, etc. Supports banking systems, Dealer systems, etc. Documentation & Logging: Log all issues and service requests in ticketing tools (e.g., ServiceNow/Jira), maintain incident logs, and update knowledge base articles. Compliance & Security: Ensure adherence to banking security standards, including data privacy and internal compliance policies. Secondary duties: Performs Systems functional support Participate in UAT on the project needs Periodic Data reporting