Job Description

:

We are looking for an experienced Application Support Engineer (L2) with a techno-functional background to support critical banking applications, particularly related to CMS and CMS-based OTP systems. The ideal candidate will have hands-on experience in resolving functional and technical queries, analyzing logs, and coordinating with internal and external stakeholders (including SMS vendors).

Key Responsibilities:

Provide Level-2 application support, handling escalated incidents and service requests. Analyze and monitor the SMS front-end and back-end systems for CMS and CMS-based OTP. Respond to functional and technical queries received via email, calls, and iTouch CRM from banking branches. Analyze application logs, errors, and system behavior to determine root cause analysis (RCA). Perform routine system health checks and monitor application performance through dashboards and alerts. Execute maintenance activities such as log rotation, configuration checks, and database updates. Coordinate with SMS vendors for issue resolutions and performance optimization. Support and participate in Data Center (DC) / Disaster Recovery (DR) drills and activities. Collaborate with development and release teams for deployments, patches, and enhancements. Maintain and contribute to knowledge base, FAQs, documentation for known issues and resolutions. Proactively identify patterns in recurring issues and provide recommendations for long-term solutions. Assist end-users with application-related recovery, workflows, and functionality issues. Willingness to work in a 24x7 support environment, including weekends/holidays if required.

Skills Required:

Domain Knowledge: CMS / Banking / BFSI Strong analytical and troubleshooting skills Good understanding of application architecture, incident management, and production support Hands-on experience in: PL/SQL or SQL Linux / UNIX commands Application monitoring tools Familiarity with ticketing systems and CRM tools (e.g., iTouch CRM) Ability to communicate clearly with technical and non-technical stakeholders Experience in working with vendors/external partners

Preferred Certifications:

PL/SQL Linux Administration ITIL (optional)

Educational Qualification:

B.E / B.Tech / MCA / BCA / BSc (IT/CS)

Certification in BFSI or Information Technology.

Project Management:

Posted on:

July 25, 2025

Experience Level: Experienced

Contract Type: Department: Support Services - SMS Support