Job Description:
First-Level Support:
You'll be the primary point of contact for users experiencing issues with the Finacle core
banking system.
Issue Resolution:
Identify, diagnose, and resolve basic technical issues, including login problems,
access permission issues, and system errors.
System Monitoring:
Monitor the health of Finacle systems and applications, identifying potential
problems before they impact users.
Escalation:
Escalate complex issues to higher-level support teams when necessary.
Knowledge of Finacle:
Have a good understanding of the Finacle core banking platform and its various
modules.
Communication:
Communicate effectively with users, providing timely updates and solutions.
Key Responsibilities:
Issue Handling:
? Respond to user queries and requests for support.
? Troubleshoot and resolve basic Finacle issues.
? Follow predefined resolution steps and procedures.
? Document all issues and resolutions in a ticketing system.
System Monitoring:
? Monitor system performance and identify potential problems.
? Alert relevant teams to any issues that require attention.
? Participate in root cause analysis (RCA) for recurring issues.
User Support:
? Assist users with login issues, access permissions, and system errors.
? Provide guidance and training to users on using the Finacle system.
Escalation:
? Escalate complex issues to higher-level support teams.
? Provide clear and concise information to support teams.
Required Skills and Qualifications:
Education:
Bachelors degree in IT, Computer Science, or a related field.
Experience:
2-4 years of experience in IT support, preferably with experience in banking or financial
systems.
Technical Skills:
? Familiarity with Finacle core banking platform.
? Strong troubleshooting and problem-solving skills.
? Knowledge of basic IT concepts and procedures.
? Experience with ticketing systems.
Soft Skills:
? Excellent communication and interpersonal skills.
? Ability to work independently and as part of a team.
? Strong customer service skills.
? Ability to work under pressure and meet deadlines.
Skill:
IT support, diagnose, and resolve basic technical issues, including login problems
