Sr. Support Engineer - Channel Team

About the Company

RBL Bank is one of India’s fastest growing private sector banks with an expanding presence across the country. The Bank offers specialized services under six business verticals namely: Corporate & Institutional Banking, Commercial Banking, Branch & Business Banking, Retail Assets and Treasury and Financial Markets Operations. It currently services over 11.53 million customers through a network of 502 branches; 1,418 business correspondent branches (of which 289 banking outlets) and 414 ATMs spread across 28 Indian states and Union Territories.

Job Role / Title:  Sr. Support Engineer - Channel Team

Job Purpose:

·         To provide advanced technical support and expertise to ensure the smooth operation of the organization’s IT       systems and to assist in resolving complex technical issues.            

·         Plays a critical role in ensuring the efficient and effective resolution of technical issues, minimizing downtime,      and maintaining a high level of customer satisfaction.          

Key Roles & Responsibilities:

1 Technical Expertise- Demonstrating a deep understanding of the organization's IT systems,

software, and hardware to offer specialized support. Log Analysis and providing resolution

thereafter. Liaising with different Teams in and outside IT. Engagement with Partners for

issue resolution. Handling and Resolving Audit Related Queries. Creating SOP's for all

Processes involved Application Management.

2  Vendor Liaison- Collaborating with third-party vendors to resolve complex technical issues

and escalate problems when necessary.

3 Root Cause Analysis- Conducting thorough investigations to identify the root causes of

recurring issues and implementing long-term solutions to prevent them.

4 Escalation Point- Serving as a point of escalation for Level 1 support engineers, assisting

them in resolving more challenging problems.

5 Improvement Initiatives- Identifying areas for improvement in IT services and processes

and working on initiatives to enhance overall support quality.

6 Patch Management- Managing software updates, patches, and security fixes to ensure

systems are up-to-date and secure.

7 Advanced Configuration- Configuring and managing advanced software and hardware

settings, especially for critical systems.

8 Incident Management- Leading or assisting in the management of major incidents,

ensuring a coordinated response to minimize downtime.

9 Security Expertise- Enhancing cybersecurity measures by identifying vulnerabilities and

implementing security best practices.

10 Performance Monitoring- Continuously monitoring system performance, identifying

bottlenecks, and optimizing configurations for better performance.

11 Sanity Testing – performing application sanity testing post patch deployment / incident /

adhoc basis as applicable

Threshold Competencies :

• Operating system

• Network management

• Server management

• Database systems

• Incident Management

• Good knowledge on Java, .NET and Log application.

• Solution Oriented for the applications.

• Knowledge on monitoring tools.

• Extraction of logs

• Knowledge of Channel Applications as mentioned below

• Retail Internet Banking

• Corporate Internet Banking

• Mobile App

• Debit Card

• SMS Banking

• Whatsapp Banking

• ChatBot Banking

• Missed Call Alert

• ABACUS