Roles and Responsibilities

• Provide Level 2 and Level 3 production support for ATM applications, ensuring minimal downtime and quick resolution of issues.
• Perform root cause analysis and first-level troubleshooting for ATM-related incidents.
• Conduct pre-production functional and regression validation on various ATM models and communicate test results effectively to stakeholders and lines of business (LOB).
• Manage and monitor ATM software compliance and third-party software audits, reporting findings to all relevant parties.
• Monitor incident queues and ensure all Incident Management (IM) and ServiceNow tickets are handled within agreed SLAs.
• Follow change management protocols for any new changes, including post-production system checks and validations.
• Collaborate with multiple internal teams and vendors to resolve ATM application issues and coordinate release activities.
• Ensure timely resolution of vulnerabilities, variances, and audit findings related to supported applications.
• Maintain continuous communication with clients and vendor partners to ensure smooth day-to-day operations (BAU).
• Prioritize tasks effectively and meet expected deadlines for deliverables and escalations.

Required Skills & Qualifications

• Minimum 8 years of experience in ATM application support, with solid understanding of ATM hardware, software, and architecture.
• Strong experience in production support (L2/L3) for ATM or banking applications.
• Working knowledge of security protocols and standard operational procedures.
• Familiarity with ATM application servers, database management systems, and third-party software, including licensing management.
• Experience with ATM software deployment (RLM or manual).
• Strong problem-solving, analytical, and troubleshooting skills.
• Excellent communication and coordination skills with both technical teams and business stakeholders.

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