Key Responsibilities
- Monitor application and batch job alerts related to VisionPLUS 10 (Flex).
- Perform daily health checks and validations across modules like CMS, FAS, TRAMS, ITS, etc.
- Handle initial triage of incidents and user tickets.
- Provide quick fixes and workarounds for known issues.
- Maintain SOP documentation and knowledge base for recurring issues.
- Escalate unresolved or complex problems to L2/L3 teams.
- Coordinate with development, infrastructure, and vendor teams.
- Support monthly release deployments and patching activities.
- Prepare RCA and incident reports.
- Serve as the first point of contact for VisionPLUS 10 -related incidents and service requests.
- Assist with routine tasks such as password resets, account unlocks, and basic configuration changes.
Required Skills & Experience
- 3 to 12 years relevant experience in L1 support roles, preferably in banking or card systems.
- Basic understanding of VisionPLUS 10 (Flex) architecture and core modules.
- Exposure to JCL, COBOL, VSAM, CICS is a must.
- Exposure to Microfocus environment (Flex) is a must - Basic Linux commands, WinSCp, Putty, DMC, Scheduler for Open Technologies
- Familiarity with SQL/DB2 and log analysis - Good To Have
- Strong communication and customer service orientation.
- Experience with ITSM tools (e.g., ServiceNow, Remedy)
- Knowledge of ITIL practices preferred - Good To Have
- Client-Specific Context
- The role is part of a broader support structure involving 24x7 coverage for over 50 applications.
