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 (India)
🏢 Pentagon System and Services
📍 India