Description:

Role : FLEXCUBE Production Support (L0/L1)

Role Summary :

Provide Level 0 and Level 1 production support for the Oracle FLEXCUBE Core Banking system, ensuring system stability, timely incident resolution, and compliance with IT governance and audit requirements.

Key Responsibilities :

- Monitor and handle alerts, incidents, and service requests via ticketing tools.

- Perform first-level troubleshooting and resolve recurring issues.

- Escalate complex issues to L2/L3 with proper diagnostics.

- Handle service requests (user queries, access, minor configurations).

- Maintain SOPs, knowledge base, and shift handover logs.

- Support RCA by gathering logs and issue details.

- Ensure SLA compliance and provide regular status updates.

- Assist in audit, compliance, and access control activities.

- Perform system checks post EOD/BOD, deployments, and upgrades.

- Support periodic tasks like certificate renewal, log archival, and health checks.

Deliverables :

- Timely ticket resolution as per SLA

- Weekly/Monthly performance reports

- Updated SOPs and knowledge repository

- RCA inputs and audit documentation

- System validation and activity sign-offs

Required Skills :

- Knowledge of FLEXCUBE and banking operations (Retail, Corporate, Trade)

- Experience in EOD/BOD processes

- Hands-on with Oracle SQL, Unix/Linux, and log analysis

- Basic knowledge of middleware (WebLogic, MQ, OHS)

- Familiar with ITIL processes (Incident, Problem, Change)

- Good communication and documentation skills

- Awareness of audit and compliance standards

Work Model :

- 24x7 support with shift rotations

- Coverage aligned to business hours and EOD/BOD cycles