Responsibilities
- Oversee and manage the Close of Business (COB) process in the Transact production environment, addressing any issues or errors that arise, and ensuring the system operates in accordance with the Service Level Agreement (SLA)
- L1 – Monitor, respond to, resolve user queries, and minor technical issue, perform first-line diagnosis, maintain knowledge base and document common issue and resolutions, adherence to SLA
- L2 – Analyze, troubleshoot, and resolve application issues, collaborate with L3 teams/ Temenos/ interface teams, perform root cause analysis, manage patched, upgrades, Support batch processing, reconciliations and end-of-the day operations, work closely with infrastructure, databases, and security teams to maintain system integrity, ensure compliance with IT governance, audit
- Facilitate the resolution of logged tickets by conducting a thorough analysis of each ticket and keeping stakeholders informed through appropriate communication channels at every stage of the resolution process, ultimately delivering a satisfactory solution.
- Respond to inquiries and requests for clarification from Operations and Users concerning Temenos Transact
- Take initiative and responsibility for the prompt reporting of issues and statistics in a systematic manner.
- Collaborate with various IT teams within the organization, such as Business Technology and Infrastructure, to assist in troubleshooting efforts.
- Efficiently resolve incidents, service requests, and problems related to IT applications, ensuring alignment with business needs.
- Implement suitable application maintenance, support, and incident management protocols to uphold and sustain IT applications, while investigating and addressing application-related incidents.
- Provide immediate solutions, including data patching and non-code-related workarounds, for incidents and service requests.
- Provide Business Users with sufficient procedural information on how to manage the situation or fulfill the requirements in cases that do not involve defects.
- Serve as the technical reference during software implementations and upgrades, offering guidance and support to client IT teams.
- Contribute to the Knowledgebase by creating FAQs and How-To guides.
- Conduct onsite analysis of tickets at client locations, particularly during critical milestones such as the Go Live phase of implementation, branch openings, and upgrades.
- Develop or enhance tools designed to reduce analysis time and improve customer experience.
Requirements
- Strong understanding of core banking operations
- Troubleshooting skills
- Experience with L1/L2 support in a banking environment
- Temenos Transact (T24) experience
Work Arrangement
Remote (City/Region) — Chennai
