Job Description:
We are looking for a L1 Functional Support professional to provide application support for SMS-based applications. The role involves functional and non-functional testing, monitoring application transactions, bug tracking, incident resolution, and stakeholder coordination. The candidate will also assist in MIS reporting, reconciliation activities, and change management support.
Key Responsibilities:- Provide Level 1 application support for SMS-based applications.
- Monitor SMS transaction flows and application performance to ensure system availability and stability.
- Track system health and identify potential issues proactively.
- Provide end-user support and address operational queries.
Incident & Issue Management- Log, track, and resolve incidents and service requests within defined SLA timelines.
- Perform bug identification, tracking, and follow-up for fixes.
- Conduct root cause analysis (RCA) for recurring issues and support permanent fixes.
- Coordinate issue resolution with development, infrastructure, vendor teams, and branch stakeholders.
Testing & Change Support- Perform functional and non-functional testing of applications.
- Participate in UAT, production support, and change management activities.
- Support application patches, upgrades, and release deployments.
- Raise CRF (Change Request Forms) for system modifications or improvements.
Monitoring & Reporting- Monitor application transactions and system logs regularly.
- Prepare daily and monthly MIS reports.
- Support stakeholders in MIS and reconciliation activities.
- Assist in EOD support and month-end activities.
Reconciliation & Data Support- Support account reconciliation activities related to application transactions.
- Identify and resolve reconciliation mismatches or data issues.
- Export data via Excel and analyze discrepancies for resolution.
Documentation- Prepare and maintain application documentation, SOPs, and user guides.
- Update operational manuals as system changes occur.
Key Result Areas (KRA)- Efficient application transaction monitoring and operational support for FCM applications.
- Timely incident resolution and SLA adherence.
- Accurate MIS reporting (daily/monthly).
- Effective stakeholder coordination with internal teams, vendors, clients, and branches.
- Successful change management and CRF handling.
- Smooth EOD/month-end operational activities.
- Resolution of reconciliation issues and operational discrepancies.
Skills Required:
- Functional and Non-Functional Testing
- Application Support & Monitoring
- Bug tracking and issue resolution
- Stakeholder coordination
- Incident management
- MIS reporting
- Excel for data analysis and reconciliation
- Understanding of UAT, production support, and change management
Preferred Skills- Experience in banking/financial transaction applications
- Knowledge of SMS gateway or transaction-based systems
- Familiarity with ticketing tools (ServiceNow, Jira, etc.)
Educational Qualification:
Any Graduate
Project Management:
