We have new opportunity for Flexcube Support with our client. Interested candidates send me your CV to [Confidential Information]
Job Title: Flexcube Support
Location : Offshore India - Bangalore
Duration : 6 Months
Description:
- The objective of this engagement is to provide Level 0 and Level 1 production support services for the Oracle FLEXCUBE Core Banking platform and its integrated ecosystem .
- The service provider will ensure operational stability, timely resolution of incidents and service requests, support audits, and execution of recurring operational tasks in alignment with IT governance framework.
- The provider shall deliver the following activities as part of L0/L1 support in all regions where Bank has implemented Oracle FLEXCUBE:
- Monitor and acknowledge alerts, incidents, and service requests raised through Bank's ticketing system.
- Provide first-level analysis and resolution for known/recurring issues as per documented knowledge base and SOPs.
- Escalate unresolved incidents to L2/L3 teams with adequate diagnostic information (logs, error codes, transaction details).
- Fulfill approved service requests, such as user inquiries, access provisioning within controlled parameters, and minor configuration tasks.
- Provide timely communication and updates to stakeholders on ticket progress and closure.
- Create and maintain knowledge articles, SOPs and troubleshooting guides for repeat issues and operational tasks.
- Maintain shift logs and handover notes for effective follow-the-sun support model.
- Document known errors and workarounds in coordination with L2/L3 teams.
- Support problem analysis by gathering system logs, reproducing scenarios, and providing inputs for root cause analysis (RCA).
- Track open problem records and drive them to logical closure in collaboration with higher support levels and vendors.
- Provide required evidence and extracts to support internal and external audit activities.
- Participate in compliance activities such as access reviews, password policy checks, and audit trail verifications.
- Ensure support activities comply with IT security, risk, and regulatory standards.
- Perform system sanity checks post EOD/BOD cycles, infrastructure upgrades, deployments, or patches.
- Support periodic activities such as certificate renewals, log archival, and system health checks.
- Participate in infrastructure uplift and improvement projects by validating system functionality from a user perspective.
Deliverables
- Timely resolution and closure of incident and service tickets as per SLA.
- Weekly/Monthly performance reports on incident/service request volumes, resolution trends, and SLA compliance.
- Up-to-date knowledge repository including SOPs, troubleshooting guides, and shift handover notes.
- RCA inputs and documented evidence for audit/compliance requirements.
- Periodic signoffs for system sanity checks, certificate renewals, and infra-related activities.
Required Skills and Knowledge
- To be effective in this role, the team need a mix of technical, functional and soft skills.
- Good understanding of banking operations (retail, corporate, Islamic, trade modules in FLEXCUBE) and EOD/BOD processing.
- Technical proficiency in Oracle SQL, Unix/Linux commands, log analysis, and file handling.
- Familiarity with middleware components (e.g., WebLogic, MQ, OHS) and system integrations.
- Working knowledge of ITIL processes (Incident, Problem, Change Management).
- Strong communication, documentation, and stakeholder coordination skills.
- Awareness of audit, compliance, and regulatory standards applicable to banking operations.
Support Shift Timing
- 24x7 or as agreed operating model with shift handovers.
- Support coverage to align with business hours and extended hours for EOD/BOD cycles and global market timings.
- Experience- 11-15 years
Interested candidates send me your Cv along with below details:
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