Job Description

Incident Response and Resolution:


● Monitor system health and respond to incidents and alerts. 

● Troubleshoot technical issues and escalate complex problems. 

Technical Support:

● Provide level 1 technical support to users and customers. 

● Assist with system configurations and setups. 

Ticket Management: 

● Handle support tickets and service requests in a timely manner. 

● Document and track incident resolutions. 

System Monitoring:

● Monitor system performance and conduct routine checks. 

● Identify potential issues and take preventive measures. 


● Collaborate with other technical teams to resolve issues and implement solutions. 

● Work closely with Operations & Maintenance Lead to streamline operations. 

Continuous Improvement: 

● Suggest improvements to processes and best practices. 

● Participate in training and skill development programs.



• Bachelor's or Master's degree in Computer Science, Information Technology

• Proven experience (5+ years) in technical support and operations

• Strong knowledge of IT operations, incident management, and Troubleshooting

• Familiarity with monitoring tools and ticketing systems

• Strong knowledge of core banking systems and related technologies, such as Oracle Database, Java, and Web Services

• Must be knowledgeable with ITIL service framework (incident management is mandatory).

• Able to work on shifts and on-call work arrangements

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