Finacle L2 Support Engineer

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.