Job highlights
Provide ad hoc reports using SQL as per client requirement . Understanding issue,analyzing logs and reporting issue to the concern team . Assigning Tickets to L3 and follow-up with concern team unless issue get resolved .
Maintain valuable rapport with bank users .

To provide day-to-day L2 support to Enterprise Client, Release deployment on production, Implementation of recent modules, Provide KT to bank staff.

Responsibilities

PRIMARY
Resolving L2 tickets reported in Wolken Sarvatra Service Desk
Provide ad hoc reports using SQL as per client requirement
Understanding issue, analyzing logs and reporting issue to the concern team
Assigning Tickets to L3 and follow-up with concern team unless issue get resolved
Coordination with Test, Dev, N/w teams and Clients
Ensure that the several testing and validation processes are improved continuously
Raising SR for various activities related to Deployment as protocol says




Maintaining all documentation work for each activity performed previous night
Publish the improvements to all the stakeholders and depict the improvements using data points

SECONDARY
Maintain good rapport with bank users
Communicate with Network, Development and Testing teams
Reviewing status reports from team managers and taking appropriate action
Seeking feedback from management when and wherever necessary

ADDITIONAL
Communicate with Switching team for recent releases deliverables and switching related issues
Provide support after office hours to various banks
Provide support on holidays
Coordinate activities which enforce quality improvements
Resolving conflicts among team members
Maintaining cordial relationships between cross functional teams like development, configuration management, program management, product managers
2+ years experience

📌 Enterprise Support Engineer Pune
🏢 Sarvatra Technologies
📍 Pune