Key Responsibilities

ATM Operations &

- Support

- Provide L2 support for ATM infrastructure, applications, transaction processing, and network-related incidents.
- Troubleshoot ATM hardware and software issues including card readers, cash dispensers, printers, cash cassette errors, and communication failures.
- Monitor ATM availability, transaction success rates, and terminal health.
- Coordinate with ATM vendors, telecom providers, cash management vendors, and infrastructure teams for issue resolution.
- Support ATM software deployments, upgrades, patching, and maintenance activities.
- Perform root cause analysis for recurring ATM incidents and implement preventive actions.

Control-M Batch Operations Support
- Monitor and manage Control-M batch jobs across production environments.
- Investigate and resolve job failures, late jobs, dependency failures, and SLA breaches.
- Perform job reruns, restarts, scheduling adjustments, and recovery activities.
- Review batch calendars, workflows, alerts, and dependencies.
- Coordinate with application, database, middleware, and infrastructure teams to resolve batch processing issues.
- Ensure successful execution of critical business processing cycles and EOD/BOD schedules.

File Transfer &
- Data Operations

- Oversee FTP/SFTP managed file transfer operations supporting business and vendor integrations.




- Monitor file movement activities and ensure timely delivery of critical files.
- Troubleshoot transfer failures, missing files, permission issues, and connectivity problems.
- Coordinate onboarding of recent file transfer partners and business integrations.
- Maintain compliance with file transmission standards and security requirements.

Incident &
- Problem Management

- Act as the major incident coordinator for ATM, batch, and file transfer related outages.
- Lead bridge calls during critical production incidents.
- Conduct root cause analysis and prepare incident reports.
- Identify trends and implement permanent fixes to reduce recurring incidents.
- Ensure SLA, OLA, and KPI targets are consistently achieved.

Team Leadership &
- Governance

- Lead and mentor L1 engineers supporting ATM and Control-M operations.
- Drive shift handovers, workload management, and escalation reviews.
- Conduct knowledge transfer sessions and maintain operational documentation.
- Establish and improve SOPs, runbooks, and troubleshooting guides.

Reporting &
- Customer Management

- Prepare daily, weekly, and monthly operational reports.
- Present service metrics, incident summaries, risks, and improvement plans to stakeholders.
- Participate in governance meetings and operational reviews.
- Manage customer communications during critical incidents and service disruptions.

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