• Ensure availability of assigned applications 24/7
• Manage open tickets resolution times on ticket SLA’s and manage vendor on issues/incidents raised with them for resolution
• Document and describe application defects and track those defects to resolution.
• Perform capacity and performance management for the Branch Service Hub, Newgen applications and its components
• Support projects delivery within timelines
• Configure, test and deploy newly released fixes into UAT, Pre-prod and subsequent migration to production environments
• Level II support for client facing application issues raised by level 1 support analysts
• Prepare method of procedure (MOP) documents and training manuals to be used by level 1 engineers to troubleshoot and resolve known issues in the Branch Service Hub and its components
• Maintain system uptime on set standards and ensure proper escalation where required
• Formulation and validation of SQL scripts for generating business reports
• Drive efforts to proactively identify application or system issues improving availability and performance
• In depth knowledge of code deployments and SDLC processes
• Using organization skills maintains personal knowledge of recent environment/software updates to ensure accurate customer communication
• Document application workflows, create the ability to identify issues at their different layers within the application architecture
• Participates in training programs to continuously improve product knowledge and service skills

Key Critical Competencies

• Strong business awareness and understanding of organizational needs.
• Advanced analytical and problem-solving abilities.
• Excellent planning and organizational skills.
• Goal-oriented with high personal standards.
• Strong interpersonal skills with the ability to build effective relationships.
• Clear and effective communication skills, both verbal and written.
• Skilled in coaching and mentoring others.
• Excellent and effective communications skills, both orally and in writing
• Strong coaching skills
• Culture sensitivity and adaptable in diverse environments

Qualifications

Requirements:

• Degree in Computer Science, IT, Telecommunications or related qualifications.
• Knowledge of cloud technologies e.g. Microsoft Azure, AWS etc.
• Ability to carry out integrations through completion of System Integration Testing and User Acceptance Testing.
• Understanding of branch operations e.g. Account opening, payments
• Ability to work with diverse teams and various stakeholders to accomplish tasks in heterogeneous 24x7 high-availability operations environments, with significant levels of direct customer interaction

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