Description :

- Skill, Knowledge & Trainings :

- Basic troubleshooting skills in Windows server and Client operating systems.

- Ability to understand precise problem definition over phone and providing requisite technical support.

- Should have expertise to provide first level support for LAN & WAN networks

- Should have hands on experience on IBM WebSphere MQ Series (MQ Server & Client)

- Should have hands on experience on SWIFT, SFMS, NGRTGS, E-KUBER applications

Functional Competencies :

- Prompt action on reported issues

- Problem Analysis skills

- Effective Co-ordination with support teams/vendors

- Effective planning for scheduled activities like BCP, Application Upgrade/Migration etc.

- Proficiency in Email and Telephonic communication

- Application Testing Skills

Area of Operations Key Responsibility:

- Technical support to Member Banks over telephone/Email

- Providing technical support to Members of trading and settlement applications.

- The technical support on daily basis includes new application installation, application upgrade, certificate update, member end BCP Drill, troubleshooting etc.

- The support to be provided through channels such as telephone, email, remote connection etc.

- Providing first level of support for any Network connectivity related issues for applications.

- Performing IT related testing of new Trading application releases in Test Environment before releasing it to Members

- Support to members for New Application Launch /Revamp of Applications / New Releases/Upgrade Login testing

- Coordination with internal teams, SPOCs, vendors etc for problem resolution and escalation of unresolved Member Calls to higher level.

- Visiting Member locations for IT health checkup\application related problems/troubleshooting on need basis.

- Visiting premises of the new member applicants to ensure adequacy of IT System and prerequisites for Go-Live of the application.

- Support to be provided to all members when performs its BCP Drill.

Also support to be provided from alternate locations

- As part of member contingency support, setting up of Application Terminals at premises incase member is coming to premises for operations due to some issue at their end

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