Role Details The L1 Technical Support Engineer is responsible for providing first-level support for Online Account Opening (OAO) and Retail Forex portals. This role focuses on initial incident handling, monitoring, basic troubleshooting, and timely escalation, ensuring smooth functioning of customer-facing digital platforms and adherence to service level agreements (SLAs).

Key Responsibilities

Application Monitoring & First-Level Support

- Monitor Online Account Opening and Retail Forex applications, dashboards, and alerts to ensure system availability.
- Perform initial triage of alerts, incidents, and service requests.
- Identify issues in customer onboarding journeys and forex transactions and take corrective actions where applicable.

Incident & Problem Management
- Log, categorize, and prioritize incidents and service requests using ITSM tools (Helix, CRMNext, etc.).
- Provide quick initial resolution for known issues using SOPs and knowledge base articles.
- Escalate unresolved or complex issues to L2/L3 teams with proper analysis and supporting details.
- Ensure timely updates and communication to stakeholders during incidents.

Basic Troubleshooting

- Perform first-level checks for issues related to:

o User access and login failures o Account opening workflow issues (KYC, validation errors) o Retail Forex transactions and rate display issues o API/service availability (basic validation)

o File processing and data flow issues

- Conduct basic log verification and system checks before escalation.

Customer Journey Support
- Monitor and validate end-to-end digital journeys, including:

o Account onboarding processes o Forex transaction flows
- Ensure issues impacting customer experience are quickly identified and escalated.





Coordination & Communication
- Act as the first point of contact (SPOC) for application-related issues.
- Coordinate with L2 support, application teams, and infrastructure teams for resolution.
- Provide regular status updates and maintain communication logs.

Operational Tasks
- Perform routine checks and health validations of applications.
- Follow runbooks, SOPs, and escalation matrices.
- Maintain incident records and basic documentation.

Education and Work Experience Requirements: EDUCATION Minimum BE and above

WORK EXPERIENCE

Min of 3 yrs of work experience in Managing Channels Platforms

Technical Skills (Mandatory)

Application & Support Basics
- Understanding of web-based applications and digital banking portals
- Exposure to customer onboarding and transaction-based systems

Operating Systems
- Basic knowledge of Unix/Linux commands
- Familiarity with Windows environments

Database
- Basic understanding of databases (Oracle/SQL Server)
- Ability to run simple queries (preferred)

Tools & Monitoring
- Experience with ITSM tools (Helix, CRMNext, etc.)
- Familiarity with monitoring dashboards and log viewing tools
- Basic understanding of ITIL processes (Incident & Request Management)

Desired Behavioral / Functional Traits
- Good analytical and problem-solving skills
- Ability to work in a fast-paced, high-availability environment
- Strong communication and coordination skills
- Willingness to learn and grow into higher support levels
- Flexibility to work in shift-based and on-call support models

Technically solid with Functional knowledge.
- Exposure to Retail Forex or digital banking applications
- Basic understanding of APIs and web services
- Familiarity with SFTP/FTP and file-based processing

📌 Technical Support | Chakala | CMSS (Mumbai)
🏢 Cyber Managers Software Services
📍 Mumbai