IT Contractor

Job Description :

• Job title:

• Business Line:

• Country:

• Product Line:

• Department:

• Reporting to:

• Mercure Job Code

• Summary of the position:
  

• This position is responsible to provide support to Credit Agricole CIB Services Private Ltd. and CA-CIB group entities.
• IT Infrastructure Management.

• Name of the Manager Appraiser

• Internal functional links

• External functional links

• Number of people to manage

• 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.

• Performs Systems functional support
• Participate in UAT on the project needs
• Periodic Data reporting

• 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.

• 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).
• Proficiency in ITSM tools (e.g., ServiceNow).