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 recent 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

📌 Service Desk Engineer(Male) (Mumbai)
🏢 Pentagon System and Services
📍 Mumbai