Job Description:
POSITION 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.
• KEY POSITION RESPONSIBILITIES
Sr. Key Responsibilities
1
Technical Expertise- Demonstrating a deep understanding of the organizations 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 SOPs 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.
• QUALIFICATIONS AND EXPERIENCE REQUIREMENT
Qualifications
Essential A bachelor’s degree in a relevant field such as computer science, information
technology , or a related discipline is often preferred.
Preferred Strong technical skills in networking concepts and software applications along
with several years of experience in IT support.
• Organization network and Interlinkages (To understand who are your Stakeholders)
Internal:
External:
• COMPETENCY
• Technical Skills
Skills
• Database management
• Scripting and automation
• Incident management
• Status reporting to all the stakeholders for open points along
with closure time lines
• Good knowledge on Oracle and SQL, PLSQL
• Good knowledge on Java ,.NET and log analysis.
• Knowledge on application life cycle like Aadhar Vault / Aadhar
Payment Bridge System (APBS),ABACUS (version 2.0), AEPS -
Aadhar Enabled Payment System / mATM (mobile app)
• Behavioral Skills
Competencies Attribute
Professionalism To conduct your duties with good judgment and in good faith
Respect To be sensitive and responsible for what we say and do
Excellence To act in a manner that earns the trust and admiration of others
Entrepreneurial To be enterprising and take ownership of our actions
Teamwork Working collaboratively to achieve the common goals and be
successful together
Skill:
Oracle and SQL, PLSQL, Java ,.NET and log analysis, Scripting and automation
