L2 Enterprise Support Engineer - Payment Technologies

Responsibilities : - Resolve L2 tickets reported via Service Desk or emails in a timely manner. - To provide Day-to-Day L2 support for SBI Clients. - Provide ad hoc reports using SQL, as per client requirements. - Understand issues, analyze logs, and escalate incidents to the concerned team as needed. - Assign tickets to L3 support and follow up with the relevant teams to ensure timely issue resolution. - Coordinate with Test, Development, Network, Database, and Client teams to address issues and facilitate resolutions. - Oversee production release deployment, monitor post-deployment activities, and ensure smooth operation. - Raise Service Requests (SR) for various deployment activities, adhering to the defined protocols and obtaining necessary approvals from SBI authorities. - Maintain comprehensive documentation for each activity, ensuring compliance and tracking progress. - Ensure adherence to Service Level Agreements (SLAs) in line with bank standards. - Assist in testing and validating application updates, patches, and enhancements before deployment to ensure functionality and stability. - Prioritize and manage multiple support tickets simultaneously, ensuring timely resolution and compliance with SLAs. - Provide guidance and mentorship to Level 1 support analysts, assisting them in improving their technical skills and knowledge. - Collaborate with end-users to understand their needs, gather feedback, and offer guidance on effectively using applications and services. - Contribute to the creation and maintenance of support documentation, such as user guides, troubleshooting guides, and knowledge base articles, to streamline issue resolution and improve team efficiency. Required Skills : - Proficiency in SQL for generating reports and troubleshooting issues. - Strong understanding of payment technologies such as IMPS, UPI, and CBDC. - Experience with Linux systems and command-line tools. - Knowledge of switching technologies. - Expertise in log analysis and troubleshooting. - Strong team management skills, including coordination across cross-functional teams. - Excellent communication and problem-solving abilities. - Experience in mentoring and training junior support analysts (ref:hirist.tech)

Location: pune, IN

Posted Date: 11/23/2024