Job Description :

- Provide L1/L2 support for business applications and resolve user issues.

- Handle application-related tickets, incidents, and service requests within defined SLAs.

- Troubleshoot login issues, access issues, workflow failures, and application errors.

- Coordinate with Business, Operations, Product, and Development teams for issue resolution.

- Monitor application performance and ensure smooth day-to-day operations.

- Perform user creation, role mapping, access modification, and deactivation as per approval.

- Support business applications related to LOS, LMS, CRM, LMS workflows, and other internal systems.

- Perform basic SQL queries and database-level checks for issue investigation.

- Coordinate UAT, production deployments, and post-deployment validation.

- Maintain issue logs, SOPs, FAQs, and daily/weekly MIS reports.

- Identify recurring issues and work towards permanent solutions.

- Provide remote support to branch and field users.

Requirements :

Required Skills :

- Good understanding of Application Support and ITSM processes.

- Knowledge of SQL queries and database troubleshooting.

- Understanding of APIs, application workflows, and integrations.

- Experience with ticketing tools such as Redmine, Jira, or ServiceNow.

- Good analytical and troubleshooting skills.

- Strong coordination and communication skills.

- Ability to work under pressure and meet SLA timelines.

Preferred Experience :

- Experience in BFSI, NBFC, or Financial Services.

- Experience supporting LOS, LMS, CRM, and other business applications.

- Experience in L1/L2 production and application support.

Key Performance Expectations :

- Timely ticket resolution within SLA.

- Minimum recurring incidents through root cause analysis.

- Effective coordination with business and technical teams.

- Smooth application operations with minimal business disruption.

Qualification :

- Graduate in BCA, B.Sc. (Computer Science / IT), B.E. (Computer / IT), B.Tech, or equivalent.

- Diploma in Computer Science / IT may also be considered with relevant experience.

Benefits :

SarvaGram is on a mission to revolutionise financial services for millions in rural India. We're building the nation's first data-driven platform that combines cutting-edge technology with a human touch to unlock financial possibilities for underserved households. This is your chance to be at the forefront of innovation. Join us and:

- Shape the future of FinTech : We're not just building a product, we're creating a new category. Be a part of defining the future of financial inclusion for rural India.

- Embrace a high-growth, high-impact environment: This is a non-linear growth opportunity. Build a platform used by millions and witness the network effect drive massive scale.

- Tackle real-world challenges : Apply your skills to solve critical problems and directly empower rural communities.

- Craft solutions that touch lives : Develop innovative products used by diverse household members, each with unique needs.