Flexcube Production Support

Monitor and acknowledge alerts, incidents, and service requests raised through banking ticketing system.

Provide first-level analysis and resolution for known/recurring issues as per documented knowledge base and SOPs.

Escalate unresolved incidents to L2/L3 teams with adequate diagnostic information (logs, error codes, transaction details).

Fulfill approved service requests, such as user inquiries, access provisioning within controlled parameters, and minor configuration tasks.

Provide timely communication and updates to stakeholders on ticket progress and closure.

Create and maintain knowledge articles, SOPs and troubleshooting guides for repeat issues and operational tasks.

Maintain shift logs and handover notes for effective follow-the-sun support model.

Document known errors and workarounds in coordination with L2/L3 teams.

Support problem analysis by gathering system logs, reproducing scenarios, and providing inputs for root cause analysis (RCA).

Track open problem records and drive them to logical closure in collaboration with higher support levels and vendors.

Provide required evidence and extracts to support internal and external audit activities.

Participate in compliance activities such as access reviews, password policy checks, and audit trail verifications.

Ensure support activities comply with bank’s IT security, risk, and regulatory standards.

Perform system sanity checks post EOD/BOD cycles, infrastructure upgrades, deployments, or patches.

Support periodic activities such as certificate renewals, log archival, and system health checks.

Participate in infrastructure uplift and improvement projects by validating system functionality from a user perspective.

Required Skills and Experience:

3-5 Years of Experience in the relevant domain

Good understanding of banking operations (retail, corporate, Islamic, trade modules in FLEXCUBE) and EOD/BOD processing.

Technical proficiency in Oracle SQL, Unix/Linux commands, log analysis, and file handling.

Familiarity with middleware components (e.g., WebLogic, MQ, OHS) and system integrations.

Working knowledge of ITIL processes (Incident, Problem, Change Management).

Strong communication, documentation, and stakeholder coordination skills.

Awareness of audit, compliance, and regulatory standards applicable to banking operations.

Job Type: Full-time

Work Location: In person