Senior Support Lead

Job Summary

We are seeking a seasoned AM, PB & Enterprise Support Engineer with 8+ years of experience to provide end-to-end application support across banking enterprise platforms. The role involves managing L2/L3 production support, incident management, problem resolution, and team leadership in a 24x7 on-call support environment. The ideal candidate will have strong hands-on experience supporting Robotics Process Automation (RPA) applications and enterprise platforms within the banking domain, ensuring high system availability, SLA compliance, and continuous service improvement.

Key Responsibilities

Application & Production Support — Provide L2/L3 support for AM (Application Management), PB (Private Banking), and Enterprise applications. Ensure timely resolution of incidents, service requests, and production issues within defined SLAs. RPA Support & Management — Support and maintain Robotics Process Automation applications such as Blue Prism, Automation Anywhere, or Ui Path. Troubleshoot bot failures, scheduling issues, and process exceptions to ensure seamless automation workflows. Enterprise Platform Support — Manage and support enterprise platforms including Microsoft Share Point, BMC Remedy, K2 Software, Microsoft IIS, and

Skill Requirements

Skill

Description:

Banking Domain Experience:

Minimum 5 years of hands-on support experience in the banking/financial services domain.

RPA Tools
Hands-on experience supporting Blue Prism, Automation Anywhere, or Ui Path — at least one is mandatory.

Microsoft Share Point:

Experience in supporting and administering Microsoft Share Point environments.

BMC Remedy
Hands-on experience with BMC Remedy for ITSM — incident, problem, and change management.

K2 Software
Experience supporting K2 workflow and business process automation platform.

Technical Platforms
Working experience with MS Windows, Unix, Oracle, Microsoft IIS, MS SQL Server, Java, Control-M, and Scripting (at least a few are mandatory).

Team Leadership
Proven experience leading a support team — shift management, mentoring, and performance management.

24x7 On-Call Support
Willingness and prior experience working in 24x7 on-call rotational support model.

Overall Experience:

8+ years of total IT experience with a strong focus on application/production support.

Other Requirements

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