This role reports into the ITD – NDL and is be based out of Bengaluru. The role holder will be responsible for branch IT infrastructure and application support, troubleshooting, overseeing the IT operational task on day-to-day basis and providing IT support to other departments based at south
Additionally, role will be responsible for maintaining SOPs and other procedure manuals up to date.
Role will be individual contributor and expected to have understanding around application and Infrastructure support.
Background
Manage day to day IT application and infrastructure support for south branches of India
Provide the necessary support by troubleshooting any performance, system, application issue, working with vendors, system integrators, running and analysing reports.
Ensure that all systems / applications are running on supported infrastructure, gets involved in patch management, addressing application vulnerability.
Partner closely with IS (Information security) and ensure that that security aspects , vulnerabilities around application , infrastructure are addressed in timely fashion.
Responsible for analysis, administration and support of VDI, thin clients, etc.
Ensure strict adherence to RBI guidelines and other regulation applicable to IT application / infrastructure at the branch.
He need to ensure timely updates and ensuring the fault is given the correct level of priority and attention.
SLA needs to be met at all times and QoS needs to be ensured.
Operate and Maintenance Server virtualization
Operate and Manage file server.
Through ITSM knowledge
Scope and Dimension
Providing End User and application support at SMBC India branches
Operate and Maintenance Server virtualization
Operate and Manage Microsoft Windows Server OS
Implement, Operate and Manage Virtual Desktop Infrastructure on HCI
Operate and Manage file server.
Configuring TCP/IP, SMTP, DHCP and DNS server Management as per requirement
Support issues related to desktops/corporate laptops/corporate mobiles
VIP Support for all kinds of EUC/applications issues to SMBC India VIP users.
Preparation, Installation, Decommissioning of all EUC assets
Inventorying all the assets and maintain running asset register, duly approved as per the process.
Daily systems monitoring :: Physical and virtual checklists to be maintained and duly approved
Inventory management of hardware, software and application in the asset register with periodic reconciliation.
Break Fix Support – for all the End User devices, vendor coordination
Incident logging and tracking towards resolution
Major Incident logging and coordination till closure
Alert Monitoring for the infrastructure and corresponding incident logging
Alert Monitoring for security alerts, incident logging and further action to isolate and close the alerts
Cater to Incident/Service Request in a timely manner within SLA boundaries
Creation and sharing of daily, weekly, fortnightly and monthly reports
Knowledge of Antivirus/Anti-malware.
Knowledge of drafting risk acceptance documents
This role needs a thorough knowledge of Windows based AD managed infrastructure.
The role needs a further thorough understanding VDI, vulnerability remediation and SCCM
Banking Application understanding and payment system knowledge required
Sharing knowledge with team colleagues
Manage a number of scheduled tasks for customers, designed to ensure that the customers systems remain operational
Resolve all the Vulnerabilities in a timely manner as per the vulnerability report received from SAG
Working Experience:
10+ years of IT application support and IT infrastructure experience
Experience in the areas of IT application support, technical support, vulnerability management, patch management.
Prior experience in application support and good understanding of IT infrastructure.
Ability to work in an individual contributor capacity and influencing without authority across departmental boundaries.
