Gemini Software - Service Delivery Executive - Technical Support (2-3 yrs)

Job Overview :

- Build deep knowledge of system and ensure that products are configured in accordance with customer

requirements and to provide support and clarifications to the customer.

Key Responsibilities :

- Need to have a clear understanding & working experience with banking systems, interfaces, processes, certifications, TP integration cycles and partners (operations, and various business units).

- Conducts detailed analysis of queries raised, performing gap analysis between current and desired processes and systems, root cause analysis, and ensuring the appropriate divisions / vendors / partners are involved.

- Responsible for manning the production support mailbox & internal tracking tools as the main communication as Level 1 and 2 support (Experience with ticketing tools like Jira / DevOps will be an added advantage).

- Make sure of system availability as per SLA across clients / applications / interfaces.

- Proactively participate in User Acceptance Testing (UAT).

- Prepare testing scenarios and scripts, identify and document functional test cases, write and execute test scripts for all upgrades or conversions wherever required.

- Perform scheduled health check tasks / routine checklists, execute start-of-day, end-of-day and intraday proactive checks across applications and raise alerts in case required.

- Able to work in 24X7 shift based environment, and support implementations & scheduled releases.

- Must proficient in English, strong written, oral communication skills and able to manage internal and external stake holders and also direct customer.

- Experience with any scheme / network certification process with previous firms will be an added advantage.

- Support Disaster Recovery Test and Business Continuity activities.

Qualifications and Experience :

- Education : Degree/Diploma.

- Experience : 2-3 years experience in Banking /financial sector/any relevant domains is a must.

Key Skills :

- Good written and verbal Communication skills

- Experienced in UAT / Production batch / deployment.

- Effective time management skills to prioritize tasks and meet service level agreements (SLAs).

- Excellent customer service skills with a focus on providing timely and effective support.

- Analytical thinking and problem-solving abilities to diagnose and resolve technical issues.

- Accuracy in following procedures and protocols for service delivery.

- Proficiency in relevant software, hardware, and networking tools.

- Ability to troubleshoot complex problems and implement effective solutions.

- Compensation: Competitive salary and perks