This position is responsible to provide support to Credit Agricole CIB Services Private Ltd. and CA-CIB group entities.
IT Infrastructure Management.
Organisation chart and line reporting
Name of the Manager Appraiser
Viral Rambhiya
Internal functional links
All employees
External functional links
Vendors, Agencies, etc
Number of people to manage
None
Activities
Main duties:
Key Responsibilities
Incident Management: Act as the primary contact for banking staff, identifying, diagnosing, and resolving IT issues (e.g., core banking applications, VPN, network).
Production Support: Monitor applications and IT infrastructure, providing Level 1 (and sometimes Level 2) support to ensure banking operations continue without interruption.
User Support & Escalation:
Provide troubleshooting over the phone, via email, or chat, escalating complex problems to higher-level support teams as needed.
Responsible for installation and configuration of new PC's, Laptops
Support OS installation, application installation, OS and application patch management, Video conferencing setup, print services
Supports hardware troubleshooting
Supports basic networking concepts, LAN & WAN technology, VPN
Supports Data back up and restoration jobs
Supports User profile management like profile creation, deletion, reset user accounts, password management, VPN, etc.
Supports banking systems, Dealer systems, etc.
Documentation & Logging: Log all issues and service requests in ticketing tools (e.g., ServiceNow/Jira), maintain incident logs, and update knowledge base articles.
Compliance & Security: Ensure adherence to banking security standards, including data privacy and internal compliance policies.
Secondary duties:
Performs Systems functional support
Participate in UAT on the project needs
Periodic Data reporting
Specific features of the activity (place, travelling, constraints, etc.):
Skills sought
Candidate's technical skills:
Good knowledge of Windows Operating Systems, Active Directory DNS, DHCP.
Good Knowledge of Hardware and Microsoft Products.
Good Knowledge of Networking concepts and LAN & WAN Technology.
Candidate's general skills:
SkillsStrong Fairly strong Average Not important
Ability to communicate clearly and easily
Requirements
Experience: Previous experience in IT service desk or technical support roles (ideally 3-5 years), often with experience in BFSI sector.
Skills: Strong communication (verbal/written), troubleshooting skills, and familiarity with ITIL processes.
Technical Knowledge: Understanding of Windows operating systems, banking applications, Microsoft products, and basic networking concepts.
Education: Bachelor's degree in computer science, IT, or a related field.
Flexibility: Willingness to work in shifts, including weekends, to support 24/7 banking environments.
Knowledge of ITIL frameworks (Foundation certification is a plus).
