Ensure highly reliable and efficient support to system users.
Coordinate with Help Desk for resolving system incidents reported to the Help Desk.
Ensure that the incident response times are met in accordance with the defined service level commitments.
Ensure closure of all Help Desk incidents assigned to self, and that closure is correctly recorded in the Help Desk system.
Ensure that root cause analysis has been done for all incidents assigned and that the root cause has been correctly recorded in the Help Desk system.
Provide the required support services for payment systems implemented in the bank in liaison with the Vendors.
Participate and support the upgrade of application systems running in the Bank as required.
Ensure high quality, efficient system support services and deployment to system users.
Coordinate with Data Centre to ensure Day to Day operations is running smoothly for payment systems.
Participate in Technical testing of enhancements and new software in accordance with Bank’s policies.
Coordinate with Banks change management group and ensure the changes are applied to the Flexcube and related applications in strict adherence to bank’s policies.
Coordinate with Vendor to get the bug-fixes and change releases on time and applied in UAT with strict adherence to bank’s policies.
Coordinate with testing team to get approved patch tested and ensure the patch is applied into BAU and DR with adherence to bank’s policies.