- Serve as the first point of contact for operational and technical issues.
- Attend calls from end users regarding issues or queries.
- Understand and gather information about user-reported issues.
- Raise tickets for reported issues and track them until resolution.
- Ensure First Time Resolution (FTR) wherever possible.
Coordination & Escalation:
- Identify the appropriate L2 personnel for ticket assignment.
- Follow up with L2 or other teams until issues are resolved and tickets are closed.
- Collaborate with operational teams to provide additional generic support required by the bank.
Monitoring & Reporting:
- Monitor systems for operational issues.
- Maintain documentation of recurring issues, solutions, and user interactions.
- Escalate unresolved issues to higher-level technical or operational teams.
Process Adherence & Improvement:
- Follow standard procedures for issue logging and ticket management.
- Contribute to continuous improvement by suggesting enhancements in support processes.