Job Description:
Job Title Senior Support Engineer
Grade
Department Information Technology
Location Airoli
Eligible Grade
Reporting To
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.
? Plays a critical role in ensuring the efficient and effective resolution of technical issues, minimizing
downtime, and maintaining a high level of customer satisfaction.
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.
11 Sanity Testing – performing application sanity testing post patch deployment / incident /
adhoc basis as applicable
Qualifications and Experience Requirement
Qualifications
Essential A bachelor’s degree in relevant field along with experience in domain of IT
support and management.
Preferred Degree in relevant field such as computer science, information technology
or a related discipline.
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 Application as mentioned below
• ESB Architecture - ACE
• Payments Journey
Leadership Competencies
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
Ownership To take initiative and lead by example for the situation as
applicable
