Job Description:
In the context of the bank’s strategic project to transform the Wealth Management Core Banking platform, the IT team in Chennai is growing. Seeking a TRANSACT Product RTB L1/L2 Specialist to provide production support with T24 Transact experience. This role ensures smooth day-to-day operations, incident resolutions, problem management, and continuous service improvement. Ideal candidate will have a strong understand of core banking operations, trouble shooting skills, and experience with L1/L2 support in a banking environment.
Main Tasks and Responsibilities:
- Oversee and manage the Close of Business (COB) process in the Transact production environment, addressing any issues or errors that arise, and ensuring the system operates in accordance with the Service Level Agreement (SLA)
- L1 – Monitor, respond to, resolve user queries, and minor technical issue, perform first-line diagnosis, maintain knowledge base and document common issue and resolutions, adherence to SLA
- L2 – Analyze, troubleshoot, and resolve application issues, collaborate with L3 teams/ Temenos/ interface teams, perform root cause analysis, manage patched, upgrades, Support batch processing, reconciliations and end-of-the day operations, work closely with infrastructure, databases, and security teams to maintain system integrity, ensure compliance with IT governance, audit
- Facilitate the resolution of logged tickets by conducting a thorough analysis of each ticket and keeping stakeholders informed through appropriate communication channels at every stage of the resolution process, ultimately delivering a satisfactory solution.
- Respond to inquiries and requests for clarification from Operations and Users concerning Temenos Transact
- Take initiative and responsibility for the prompt reporting of issues and statistics in a systematic manner.
- Collaborate with various IT teams within the organization, such as Business Technology and Infrastructure, to assist in troubleshooting efforts.
- Efficiently resolve incidents, service requests, and problems related to IT applications, ensuring alignment with business needs. - Implement suitable application maintenance, support, and incident management protocols to uphold and sustain IT applications, while investigating and addressing application-related incidents.
- Provide immediate solutions, including data patching and non-code-related workarounds, for incidents and service requests.
- Provide Business Users with sufficient procedural information on how to manage the situation or fulfill the requirements in cases that do not involve defects.
- Serve as the technical reference during software implementations and upgrades, offering guidance and support to client IT teams.
- Contribute to the Knowledgebase by creating FAQs and How-To guides.
- Conduct onsite analysis of tickets at client locations, particularly during critical milestones such as the Go Live phase of implementation, branch openings, and upgrades.
- Develop or enhance tools designed to reduce analysis time and improve customer experience.
- Good fluency in English (minimum B2)
- Experience with Temenos Transact (T24) L1/L2 support
- Proficiency in transact functional streams - Retail Banking (Arrangement Architecture Accounts, Deposits & Loans), Treasury Operations, Wealth Securities & Corporate Actions processing, Payments (TPH), Financial Accounting
- Strong knowledge of RTB (Run the Bank) operations, production support, and incident management
- Proficiency in SQL, Unix/ shell scripting, and log analysis
- Familiarity with banking interfaces, APIs, and middleware
- Good understanding of the Temenos Transact Product functionality
- Knowledge of operating systems and monitoring tools is necessary
- Experience with automation and simplification of tasks
- Experience in Ticketing Systems like Service Now, JIRA
- Familiarity with CI/CD, version control tools, and databases is required.
- Additionally, experience with Kubernetes is necessary for managing containerized applications effectively
- General knowledge/experience on Banking or knowledge related to Wealth Management / Private banking
- Familiarity in using tools such as Jira, ServiceNow, Autosys
- Experience with T24 core logs, Temenos scheduler Agent, Temenos Interaction framework, T24 TAFC/ TAJF, Temenos Security Manager
- Understanding of banking operations, transactions flows, and payment interfaces (SWIF, SEPA, RTGS)
- Experience with ITIL framework
- Exposure to DevOps tools for automation and monitoring