Brief Description

Provide Level 2/3 L2/L3 Technical & Functional Support of Channel Applications and systems. Ensure proper closure & resolution of issues, which includes accurate call logging, escalation, and follow-up to completion within the defined Service Level Agreements SLAs. Make recommendations for procedural modifications or improvements to enhance business operations.  

Key Roles

• Ensure 24x7 operations for channels and provide L2/L3 support on channel products.
• Administer channel systems, including troubleshooting, installation, user access management, configurations, script corrections, and vendor coordination.
• Escalate unresolved issues with vendors and follow up as needed.
• Monitor channels for availability and performance, taking corrective actions to ensure system/application availability.
• Resolve channel issues and pain points in coordination with team members and vendors.
• Participate in new product rollouts, testing, documentation, and operational improvement projects while complying with the Change Management process for banking systems.
• Maintain and update technical documentation for assigned channel systems.
• Adhere to the Bank’s policies and procedures in managing and supporting banking applications.
• Support ICT enterprise-wide BCM and DR drills from a channel perspective.
• Resolve user issues on service desk portals and provide applicable data to business users.
• Spearhead automation of repetitive tasks.
• Ensure uptime of services offered through banking channels as per SLA, proactive monitoring of services and transactions, timely resolution of issues related to bugs and fixes with vendors, and effective communication with stakeholders.
• Work closely with customer-facing teams to understand customer pain points and assist with resolutions.

Technical Skills 

• Good understanding of ISO 8583.
• Proficiency in UNIX/Linux/MS Windows Server.
• Knowledge of programming languages Java, C++, .NET, JavaScript, XML.
• Knowledge of cloud-based technologies is an added advantage.
• Experience with Oracle, SQL, MySQL, PL-SQL.
• Familiarity with web technologies J2EE, IIS, Apache.

Education and Experience 

• A bachelor’s degree in computer science, Information Technology or a related field.
• A minimum of 3 years of experience in supporting/ managing channel systems in a banking environment.
• Exposure to application support models and emerging technologies across diverse platforms.
• Good understanding of banking applications, services, standards, and best practices.

Knowledge, Skills and Abilities

• Excellent oral and written communication skills.
• Strong analytical, troubleshooting, and problem-solving skills.
• Up-to-date with channel system information, changes, and updates.
• Effective customer and team interaction and handling skills.
• Flexibility to work in a 24x7 environment and adaptable to various work demands.
• Motivated and willing to learn about other systems within the digital channels space.
• Understanding of technologies and best practices is an added advantage.