FINANCIAL

• Perform question/problem diagnosis and provide end-user support over the phone or remotely with the objective of minimizing non-productive time by employees across the organization
• Provide efficient and effective support to all IT users to maintain operation of required systems and minimize non-productive time by employees across the organization
• Ensure users are communicated about the downtime during system upgrade and/or implementation

CUSTOMER

• Offer a professional, friendly, efficient and effective customer service to all employees on a consistent basis
• Build and maintain strong and effective relationships across all IT departments to further knowledge

INTERNAL

• Act as a single point of contact for phone calls and emails regarding IT issues and queries
• Receiving, logging and managing of calls via telephone and email
• First level support- troubleshooting of IT related problems from in-house software to hardware such as laptops, PC's and printers.
• Troubleshoot basic network issues
• Escalate unresolved calls to 2"d level support team
• log all calls in the Service Desk application/program
• Take ownership of user problem and follow up the status of problems on behalf of the user and communicate progress in a timely manner
• To maintain a high degree of customer service for all support queries and adhere to ALL policies
• Provides stat report to the management as required
• Basic Active Directory knowledge such as creating accounts, reset passwords, create groups etc.
• Responsible for performing and maintaining the day-to-day operations of the Banks Data Center Activities, Maintain batch job processing and manage the process of EOD on different applications,
• Constantly monitor critical system consoles for exceptions and errors, Perform system health checks as and when required.
• Provide first or second level of support to end-users for all core-banking and other critical applications.
• Carry out scheduled tasks required within the Data Center Operations Including but not limited to, on demand report generation, user profile management, client installation, trouble shooting, system status verification, printing issues, monitor batch and on-line data transactions processing for the Banks application systems to ensure that necessary batch jobs are processed, on-line transactions are processed to normal completion and processing is performed on a timely basis and in the appropriate sequence, Maintain records of operational exceptions, errors/system faults.
• Carry out backup/restore activities on regular and on demand basis within the Data Center
• Operations.
• Apply application change requests as per agreed procedures
• Work with concern team and consultants to promptly resolve exceptions or faults and escalate errors/ exceptions as necessary.
• Highlight system problems and errors to the Operations Manager on a timely basis
• Ensure timely and accurate documentation of all procedures and policies, as well as analyse and identification of updates required given changes in systems or environment
• Perform the POS operation activities (profile Creation / Modification / Deletion In TMS, application Deployment in POS terminals, Encryption key Deployment to all POS terminal adding the encryption key to the IST switch using Cortex system, adding the POS Serial Numbers to Cortex system)
• Work with team in shift (24/7) basis to perform the above activities.

Skills

Bachelors Degree in IT or any related field.

Min of 2 years experience in EOD Operations, BIOS, Data Center, IBMi System

Preferred experience in Banking Sector