Responsible for providing end to end L2/L3 support for Regional Public Web & Credit Card Rewards platforms
Perform production support activities which involve assignment of issues and issue analysis and resolution within the specified SLAs
Responsible for tracking, prioritizing, communicating all the issues raised within for 2 platforms
Responsible to ensure that the system is available all the time & is responding within defined SLA
Provide daily support with resolution of escalated tickets and act as liaison to business and technical leads to ensure issues are resolved in timely manner
Suggest fixes to complex issues by doing a thorough analysis of root cause and impact of the defect * Responsible to track & close all the Risks, audit items raised for 2 platforms
Responsible for managing the BAU Budget for 2 platform. This includes validating the running cost & ensuring all the support renewals are tracked
Responsible for managing a team of 8 L2/L3 support for these 2 platforms
Responsible to work with various delivery partners like Akamai, Google, Microsoft, OpenText, EpiServer etc., for providing support to these 2 platforms
Responsible for coordinating regular HA flip, yearly Pen Test, applying security patches etc.,
Responsible for ensuring that monitoring is in place for all the break points
Responsible for handling problem management calls with business & other technology teams & partners
Public Web o Overview: This is a customer facing web application, which hosts the public website with brochure content & Digital onboarding for DBS customers. This application supports hosts 6 countries, including consumer & corporate segments. This platform is hosted on premise & on AWS cloud infrastructure o Product: OpenText TeamSite/LiveSite o Technology: Java, Linux, MariaDB, JBoss, AWS
* Credit Card Rewards o Overview: This is a customer facing web application, which allows DBS Credit Card customers to redeem their Reward points. o Product: NA o Technology: .NET, Wintel, IIS
Communication skills backed up with strong problem solving capabilities to handle issues across various platforms
Strong Analytical & problem solving skill to identify solution to problems
Ability to troubleshoot issues and able to handle different types of customer inquiries
Sound knowledge in banking domain, with knowledge on digital onboarding
Sound knowledge in Java frameworks like Spring, Hibernate, Struts etc
Sound knowledge in Unix, Jboss, MariaDB & good understanding of infrastructure components like webservers, appservers, plugins, connection pooling, SLB, firewalls etc.
Have good understanding of how OpenText TeamSite/Livesite
Good understanding of UI framework like ReactJS, Angular etc
Knowledge in Wintel technologies, like .NET
Good understanding of Risk Management Process
Sound knowledge on handling finance & understands terms like CAPEX, OPEX, Ownership, Depreciation etc
Have good understanding of how Search Engine works. Knowledgeable in any Search engines like Solr, GSA, Elastic Search etc
Ability to work under pressure & provide 24*7 on call support
Overall experience of 7-9 years
4-6 years of experience in Application Support and development or related experience
4-6 years of experience in working in Banking domain
4-5 years of experience in handling finance
Significant experience in handling problem management calls & drive the issues resolution within specified SLA
3-5 years of experience in handling vendor management
Job Description :
To ensure customer service and support all operations. To create customer delight at every interaction.
Interacting with external customers and internal customers and addressing their queries, requests and complaints.
Committed TATs are met consistently
Complaints Management- addressing customer complaints at the branch, system updation, coordination with Sales/HUB/ other functions for resolution.
Refunds processing and dispatch
Undelivered policy documents tracking and management.
Maintenance of all files and registers.
New Business Processing:-
Handling end to end New business processing starting from creation of Client id,Case start up, New business login, Follow up for policy issuance, Quality Check
Follow up with HUB for policy issuance of pending cases