Roles & Responsibilities

• Provide onsite support for image capture applications, including job monitoring, issue resolution, and performance optimization.
• Take end-to-end ownership of incidents, problem tickets, and change management processes.
• Execute vulnerability remediation tasks and optimize SQL queries to improve system performance.
• Demonstrate proficiency in using ServiceNow for incident management and support tracking.
• Work with monitoring tools like Kibana and Dynatrace to track application performance and resolve issues.
• Provide 24/7 on-call support, ensuring minimal downtime and swift incident resolution.
• Manage and troubleshoot Windows OS-related issues, with expertise in Internet Information Services (IIS) configurations.
• Participate in patch deployments, system upgrades, and ensure flawless rollouts with minimal disruption to business operations.
• Engage with client stakeholders to gather requirements, provide status updates, and handle escalations in a timely manner.
• Maintain accurate documentation of job schedules, criticality assessments, and operational procedures to ensure smooth operations.
• Collaborate with the AMS team for incident analysis and remediation activities.
• Contribute to continuous improvement initiatives and explore opportunities for automation in image capture processes to enhance efficiency.

Required Skills

• Solid hands-on experience with Dotnet applications and SQL.
• Strong troubleshooting and analytical capabilities, with a proactive approach to issue resolution.
• Excellent communication skills, with the ability to manage stakeholder relationships and present technical information clearly.
• Ability to work independently in a client-facing environment, providing exceptional service and support.
• Minimum of 5 years of experience in application support.
• Experience in the BFSI (Banking, Financial Services, and Insurance) domain, with a focus on banking operations.
• Familiarity with ticketing tools such as JIRA, EPPIC, and other similar platforms.

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