L2 Application Support [Turing CBS (Core Banking System)]

To provide Level 2 application support for Turing CBS (Core Banking System), ensuring uninterrupted banking operations, resolution of production issues, user query handling, and compliance with operational SLAs.
This role collaborates with L1 support, business users, and L3 development teams to investigate and resolve issues and maintain application performance and data integrity.

Key Responsibilities:

???? Core Banking Application Support

• Monitor and manage CBS operations including customer onboarding, deposits, loans, transactions, and teller activities.
• Troubleshoot and resolve application-level issues, data mismatches, and transaction failures.
• Support branch operations and overnight job monitoring to ensure continuity of services.

???? Incident & Problem Management

• Manage incident tickets using ITSM tools like ServiceNow or Jira.
• Perform root cause analysis (RCA) and ensure documentation of resolution steps.
• Work with L3/vendor teams for complex issue resolution and bug fixes.

? EOD/BOD & Batch Monitoring

• Monitor and support End-of-Day (EOD) and Beginning-of-Day (BOD) batch processing.
• Verify interest calculations, GL postings, and ledger updates.
• Address failures or delays in batch jobs and coordinate with infrastructure teams.

???? Interface & Integration Monitoring

• Monitor CBS integration with other platforms (ATM, UPI, NACH, AML, CRM).
• Handle issues related to APIs, message queues (MQ/Kafka), or data sync failures.
• Ensure data consistency across interfacing systems.

???? User Support & Reporting

• Respond to user queries from branches, operations, and call center teams.
• Support regulatory and management reporting by validating data and assisting with report generation.
• Maintain SOPs, knowledge base articles, and daily handovers.

Technical Skills:

Soft Skills & Functional Knowledge:

• Understanding of banking operations (CASA, GL, loans, interest, teller).
• Strong analytical and troubleshooting skills.
• Excellent communication and collaboration with IT/business users.
• Capable of working in shifts and managing high-severity issues under pressure.

Preferred Certifications:

• ITIL Foundation – mandatory
• Banking/Domain Certification (e.g., IIBF, Finacle Certified) – desirable

Work Schedule:

• Rotational shifts with availability during EOD/BOD batches, weekends, or holiday support windows.