Troubleshoot and drive system recovery. Escalate problems with actual or potential major impact to problem and Incident management. Perform root cause analysis and ensure planned actions are carried out to prevent recurrence. Must be proactive and possess a sense of urgency during service recovery
Ensure the supportability of the OS and system software. Plan and lead upgrade projects.
Review and implement change requests.
Conduct performance analysis and tuning
Seek to improve productivity thru constant review and automation of system operation
Track and drive patch management for all middleware software. Track, plan and drive software upgrades to ensure continuous and up to date supportability.
Apply new technology and process to improve system supportability, recoverability, availability and performance.
Hands -on experience on Windows, Citrix, and /or SSH.
Regional experience is preferred.
Possess good technical knowledge of Windows hardware, operating system, hardening of OS security and system services (volume manager, file system, NTP, DNS, clustering, SSH, remote anywhere, TSM, ITM etc).
Experience in troubleshoot and performance tuning of Windows, Citrix and AD.
Experience in implementing and operating Windows, Citrix, AD and clustering
Information security knowledge on banking institution is preferred.
Data communication and network knowledge of a Wintel server farm is recommended.
Experience in middleware and application execution in the x86 environment (both Windows and Linux) is an added advantage
ITIL Certified or a strong working knowledge of ITIL Incident, Problem and Change Management disciplines
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