Technical Support Engineer (IT Operations)

We are looking for a dedicated and experienced IT Operations Engineer to join our IT operations team. The successful candidate will be responsible for ensuring seamless and efficient IT operations, including 24x7 monitoring, batch job execution, backup/restoration management, and coordination with vendors. This role demands adherence to operational best practices, proactive incident handling, and support for both internal and external audits.

Working Hours/Shifts and Week offs will be rotational as the IT Operations are 24x7x365.

Key Responsibilities:

1. Monitoring and Incident Coordination:

• Provide 24x7 monitoring of IT systems to detect and address any backup job failures promptly.
• Inform and coordinate with bank vendors regarding any ATM/CCDM-related issues identified as a result of L1 monitoring alerts.

· Log tickets in the ITSM tool, assign them appropriately, coordinate actions, and work towards resolving the tickets efficiently

2. Batch Job Execution:

• Execute and support COB (Change of Business) and EOD (End of Day) batch job monitoring for classified systems.
• Ensure timely completion of COB and EOD tasks at scheduled intervals (except Sundays).

3. Backup and Recovery Management:

• Maintain and manage backup and recovery solutions to ensure data integrity and swift restoration when required.
• Conduct regular backups and periodic restorations based on the bank’s assigned calendar.
• Perform routine checks on backup jobs by conducting regular restorations to validate success rates.

4. Reporting and Documentation:

• Ensure availability of all reports, including End of Day reports and month-end reports.
• Maintain daily ATM transaction status files and address statement requests from other teams.

5. Support for Scheduled Activities:

• Provide support for system changes, projects, and disaster recovery (DR) activities as scheduled.

6. Audit and Compliance:

• Collaborate with internal and external audit teams to provide requested details within specified timeframes.

TECHNICAL SKILLS /COMPETENCIES:

MANDATORY

• Proficiency in backup solutions and restoration techniques.
• Excellent troubleshooting and problem-solving skills.
• Strong organizational skills with attention to detail in documentation and reporting.
• Ability to work effectively in a 24x7 operational environment.

OPTIONAL

· Prior experience working in the banking sector is highly desirable.

· Relevant certifications, such as Backup (Commvault Professional Foundations or equivalent) and ITIL Foundation

SOFT SKILLS:

MANDATORY

Excellent written, verbal, and interpersonal skills

Strong customer communication skills, with the ability to communicate clearly with customers and technical personnel.