DEPARTMENT: IT
JOB TITLE:
BRANCH SUPPORT ENGINEER
REPORTING METRICS:
AGM – IT
PURPOSE OF JOB:
The Software Support Analyst provides assistance, advice, and solutions for computer software problems (e.g., Prosper, E-connect, Mobile APP), investigating problems, identifying their root causes, and suggesting solutions and/or pathways to users.
KEY RELATIONSHIP:
External Stake Holders: Vendor/ Service Provider
Internal Stake Holders: CO Departments, Infra Team, Legal Team, CEO’s Office, HODs, HR Team, In-house Maintenance Team.
KEY RESPONSIBILITIES AND ACCOUNTABILITIES
Handle software-related requests for assistance
Monitor Indel Insight and provide timely support for branches.
Ensure 24/7 up time for online platforms like E-connect and APP.
Trouble shoot online payment issues with payment gateway / bank.
Troubleshoot software(prosper) and identify root causes of software issues.
Analyse software related issues and propose solutions.
Fix software problems and test (UAT) solutions prior to implementing them.
Obtain and log branch feedback for the purpose of process improvement.
Document software support activities thoroughly, accurately, and in a timely manner
Make decisions quickly, sometimes with limited information.
Review work log, user feedback periodically with supervisor and other analysts and technicians, to identify and act on opportunities for improvement.
Please share your resume in this mail iD; punya.parameswaran@indelmoney.com