Job Description:

Level 2 (L2) support team will be setup at Odisha Gramya Bank’s head office at Bhubaneshwar as per the minimum resource deployment plan as mentioned in Table 2.

EIT will perform the below activities as part of L2 support: 

• Provide onsite support for the CBS application
• Performing and troubleshooting end of day, end of month, end of quarter, end of year activities and other activities such as batch job execution, bulk transactions/uploading, and interest application.
• Application Management for Aadhaar Data Vault, Internet Banking (View only), Data Archival, GST, Vendor Payment System and eKYC
• Resolving the calls within stipulated timeframe as defined in Annexure 2G –Service Level Agreement
• Updates as per part of OEM release
• Application monitoring
• Maintaining the existing batch jobs and its scheduling and/or rescheduling, creation of new batch jobs and its scheduling, monitoring the job scheduling activity, rerunning the failed jobs and activity report of the activities as per Bank’s requirement.
• Vendor management (logging a call with product OEM Vendor and track till closure as part of ATS for bug fixes)
• File Level Backup for Application Server
• Backup and restoration management of application server.
• User management
• Monitor web / Application server availability
• Perform Quarterly DC – DRC drills as per the defined frequency by bank and any unscheduled DC - DR failover movement in case of exigency
• Coordination with the OEM L3 teams for resolution and providing necessary information as may be required by the team to resolve the issues
• Escalate unresolved calls as per escalation matrix
• Preparing a root cause analysis document with the resolutions provided for major issues such as:
  • Problems which have resulted in complete service disruptions or downtime
  • Critical production issues such as incorrect interest application in majority of the accounts, inconstant accounting or system behavior.
  • Delayed response times
  • Data / table corruptions
• System Performance issues (high utilization levels)
• To decide on preventive maintenance schedule with Bank.
• Liaise with the L1 support personnel for the call information and resolution.
• Support all internal and external interfaces in Core Banking Solution. The existing interfaces like ATM, CTS, NACH, NEFT, RTGS, AePS, APBS, PFMS, SBMS, all DBT modules, e-KYC, CKYC, SMS, IVRS, Balance inquiry through Missed call alert and do troubleshooting for smooth functioning of day-to-day operation of OGB.
• Existing interfaces with third party application will be maintained by the L2 team and any new interface to be built will be discussed with Bank and will follow the Change Control Procedure.
• Statutory, regulatory enhancements will be taken up with respective product OEMs for delivery and compliance. EIT will coordinate with the OEM for the delivery and will update Bank.
• Any new customization development will be taken up only after an impact / feasibility study. If the same is found feasible.
• Provide on-site trained personnel in each L2 shift
• Coordinate with the L3 teams of OEM application service providers for resolution and provide necessary information as may be required by the L2 team to resolve the issues. 
• Maintain SLAs in accordance with the SLA terms for L2.
• L2 team will analyze the issues raised in CBS and other in-scope applications and try to provide work around solutions if the same required OEM intervention. Issues will be lodged with OEM and tickets will be raised and shared.
• Prepare Root Cause Analysis (RCA) document with the root cause and resolutions provided for major Priority 1 issues
• Commission, decommission, install, uninstall, and support the middleware software.
• Report to Bank management on the critical issues reported, resolved, solution provided, and the suggested recommendations on a monthly basis.
• Perform performance tuning of the applications.
• Perform daily / weekly / monthly backup for all in-scope system which will be integrated with EIT managed backup solution
• Middleware Management for CBS Servers
• Application Load Balancer Support for CBS and Internet Banking
• Ad-hoc support for processes run by branch charges for average quarterly balance/ SB interest calculation
• EIT will provide the Bank weekly progress reports on the bugs/problems reported/points taken up with schedule of date of reporting, date of resolving, and status for all kind of bugs and problems whether reported by bank or EIT
• EIT will provide and apply all upgrades and patches free of cost during the warranty / ATS / AMC period. Such upgrades / patches should be applied within 6 months of the release in normal course and ASAP in exceptional cases, depending on the severity and criticality. This has to be read in conjunction with Section 2.9 of this SOW
• If the issues require changes in the product setup or data, the EIT in consultation with respective OEM would suggest the required changes to the parameters / data to be made. The changes will have to be carried out in concurrence with the Bank’s team
• Application maintenance would include installation, re-installation, troubleshooting, performance tuning, performance monitoring, applications of patches, bug fixing, improvements in presentation and / or functionality and others within a duration mentioned in Service Level Agreement for the extended period

Resource Qualification & Experience

L2 Support for CBS & Other Delivery Channels

EIT will engage the L2 support for CBS and delivery channels having following minimum qualification and experience.

1. Minimum Qualification:

Should be a graduate in any discipline

2. Minimum Experience:

Should have minimum experience of 5 years in any Finacle version as L2 support. Out of which, minimum of 2 years of experience as L2 or L3 support in Finacle 10.x.  Should have adequate experience and expertise in implementation, configuration and support in Finacle version 10.x. Should have experience in similar Projects as Finacle Application L2 support in any Bank in India having more than 100 branches. Should have knowledge on Banking Operation, Delivery channels, EOD / BOD etc.

Location: Bhubaneshwar

Shifts: Yes (on rotation basis under 24*7 operation)

This is mandatory to work from the customer location.

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