L1 - Application Support Engineer -Finacle

L1 - Application Support Engineer -Finacle

RPG Ventures
1-6 years
Not Specified

Job Description

Responsibility
Part of Level 1 Service Desk team to be act as first point of contact for user Tickets , service requests and, incidents for 24 x 7 x 365 SOP based application support services using phone & remote control. Should have experience on Finacle.
Responsible for the end-to-end fulfillment of L1 service requests & escalation of Open tickets.
Provide inputs to Level 2 AMS and/or relevant parties to continually update the knowledge base (e.g. runbook, FAQ, SOP, user guides) based on commonly raised queries.
Responsible to follow customers incident & Problem management process
Prioritize incidents based on the urgency of the incident and escalate it to appropriate level as per escalation matrix.
Close incidents once an incident is fully resolved

Job Requirements:
Worked as a part of Helpdesk / Service Desk Team
Familiar with ITSM Tools, remote control with banking application exposure
Ability to diagnose and resolve basic technical issues
Good communication skills
Customer centric problem resolution approach

About RPG Ventures

Client will be 1 of the top notch Bank

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