Finacle L2 Support Engineer

Role Summary

We are looking for a Finacle L2 Support Engineer to provide production support for our Finacle Core Banking Solution. You will handle escalated incidents from L1, perform root cause analysis, and keep core banking services, batch processes and integrations stable and compliant with SLAs. You will also coordinate with L3/vendor teams, infrastructure teams and business users.

Key Responsibilities

• Provide L2 support for Finacle CBS modules (CASA, Loans, Deposits/TD, Trade Finance, Treasury, CRM, Charges and Interest, GL) as applicable.
• Monitor, analyze and resolve incidents and service requests escalated from L1 within defined SLAs.
• Perform root cause analysis (RCA) for recurring and high-severity incidents, and drive permanent fixes via problem management.
• Monitor and support Beginning-of-Day (BOD) and End-of-Day (EOD) batch processes, including failure analysis and restarts.
• Support interfaces and integrations (ATM/switch, UPI/IMPS/NEFT/RTGS, internet and mobile banking, payment gateways, CRM, reporting and regulatory systems).
• Run SQL queries and scripts for data analysis, reconciliation, data corrections (with approvals) and report generation.
• Perform Finacle configuration and master data changes, user/role maintenance, and parameter set-ups as per change requests.
• Coordinate with L3 / Infosys product support for defect fixes, patches and version upgrades.
• Support UAT, regression testing and production deployment activities for patches and releases.
• Follow ITIL processes for incident, problem, change and release management; maintain accurate ticket documentation in ITSM tools (ServiceNow, Remedy, Jira, etc.).
• Prepare knowledge articles, SOPs, runbooks and periodic MIS/SLA reports.
• Support internal/external audits, regulatory requirements and DR drills.
• Participate in on-call / rotational shift support, including weekends and bank holidays.

Required Skills & Qualifications

Education

• Bachelor's degree in Engineering, Computer Science, IT or a related field.

Technical Skills

• Hands-on experience with Finacle Core Banking (version 10.x / 11.x or later) in a support environment.
• Strong knowledge of Finacle architecture, menus and functional workflows, and of the Finacle scripting/customization layer.
• Proficiency in Oracle SQL and PL/SQL (queries, joins, procedures, performance basics).
• Working knowledge of Unix/Linux commands and shell scripting.
• Understanding of batch scheduling and job monitoring.
• Familiarity with application/web servers (WebLogic, JBoss or similar).
• Experience with ITSM tools and ITIL practices.

Functional Skills

• Good understanding of retail and corporate banking operations and the core banking lifecycle.
• Knowledge of payment systems and regulatory/compliance reporting.

Soft Skills

• Strong analytical and troubleshooting ability under pressure.
• Clear written and verbal communication with technical and business stakeholders.
• Ownership, accountability and a collaborative approach.

Key Performance Indicators

• SLA adherence and incident resolution time.
• First-time fix rate and reduction in repeat incidents.
• EOD/BOD completion on time with minimal failures.
• Quality of RCA and documentation.
• Audit and change compliance.