Technical support

Position- Technical Support Role

Experience 3+ years

Interview mode – 1 st round virtual, 2 nd round – F2F

Grade - Assistant Manager

Employment – Full-Time

Notice Period – Immediate to 30-45 Days

Education: Graduate- Bachelor’s degree in computer science or IT

 

Responsibilities:

•              End-User & Application Support

•              Provide onsite Level 1 support for Depository market data applications.

•              Perform troubleshooting for application errors, logins, connectivity, and data discrepancies.

•              Support daily business IT Onsite operations  

•              Incident & Request Management

•              Log and track incidents/requests in ITSM tools  

•              Categorize and prioritize issues based on impact and urgency.

•              Perform initial triage and escalate to Level 2/3 or development teams when needed.

•              Maintain ticket documentation and resolution notes as per SLA and audit requirements.

•              Monitoring & Maintenance

•              Monitor DP system performance, SLA, Call aging, Call closure, Dependencies, dashboards, and scheduled jobs. EOD BOD Pay in Pay out, App upgrade and security

•              Check application performance, logs, and connectivity with upstream/downstream systems.

•              Validate end-of-day (EOD) and start-of-day (SOD) processes and reports.

•              User Coordination & Communication

•              Act as the onsite liaison between business users and backend support teams.

•              Provide timely updates to operations users regarding issue status and resolutions.

•              Maintain strong communication etiquette in a high-pressure, time-sensitive environment.

•              Collaboration & Escalation

•              Coordinate with L2, development, infrastructure, application and database teams for issue resolution.

•              Escalate recurring or critical issues with proper RCA details.

•              Participate in war rooms or incident bridges for critical applications or outages.

•              Technical & Domain Skills

•              Basic understanding of capital markets concepts.

•              Familiarity with Windows/Linux OS, SQL basics, and log analysis.

•              Knowledge of Active Directory, network basics (IP/DNS), and VPN connectivity.

•              Experience with ITSM tools.

•              Performance KPIs

•              SLA Adherence (Response & Resolution Time)

•              First Level Resolution (FLR) Rate

•              User Satisfaction (CSAT)

•              Escalation Accuracy and Timeliness

•              Incident Documentation Quality

•              Uptime and Stability of Supported Applications

•              Typical Shift & Environment

•              Onsite presence at client premises.

•              Fast-paced environment with strict SLAs.

•              Coordination with service desk support teams and other relevant teams for resolutions.