Systems & Exceptions Monitoring
- Perform real-time monitoring of system platforms, applications, ATM services, and network infrastructure using enterprise monitoring tools.
- Identify system exceptions promptly and escalate to relevant support teams in accordance with established SOPs.
Batch Operations Management
- Track and manage scheduled batch jobs to ensure timely execution.
- Monitor batch job failures and coordinate resolution to meet defined SLAs with business units.
Incident Management & Support
- Identify, log, escalate, and track incidents to ensure timely resolution with minimal business impact.
- Provide first-level diagnosis and resolution of system and batch-related issues prior to escalation.
Collaboration & Coordination
- Work closely with infrastructure and application support teams to coordinate incident response and planned maintenance activities.
- Ensure smooth communication across teams during incidents and operational handovers.
Documentation & Reporting
- Maintain accurate operational logs, incident records, and shift handover documentation.
- Support audit, compliance, and operational reviews through proper record keeping.
Shift Operations
- Operate on a 12-hour rotating shift schedule in a structured pattern to support 24x7 operations.
- Maintain composure and effectiveness in a high-pressure, mission-critical environment.
