Delivering comprehensive support services

circleimg Technical Support
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  • Incident tracking & initial analysis
  • Resolve training issues
  • Create and maintain known error database and FAQs
  • Coordinate issues with other teams
  • Coordinate extensively with external product vendor (Temenos) for closure of tickets
  • Triaging, replication of core issues, and local bug fixes (subject to availability of source code)
  • Running COB in test and production, COB support, pack creation, and deployment
  • SLA adherence, monitoring & reporting
  • Support configuration issues
  • Provide tactical solutions
  • Provide viable business workarounds
  • Perform RCA
  • Track tickets for permanent fix with resolving party
  • Coordination with Temenos PACS team
  • Code development support
  • Deals with tickets requiring code changes
  • Production bug fixes
  • Minor change requests
  • Coordinate with product vendor for hotfix/patch release
circleimg Environment Support
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Production

  • Updates installation
  • Deployment
  • COB
  • Issues support
  • Environment performance & connectivity
  • Extensive coordination with other teams and third parties

Non-Production

  • Environment creation, backup & restoration
  • Connectivity to satellite systems
  • Database scrambling
  • Environment synchronization
  • Other support and coordination activities
circleimg Operations Support
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  • Code & component deployment
  • Cloud deployment
  • Change management
  • Updates installation
  • Bulk upload
  • Running COB in test & live
  • COB issues resolution
  • COB performance analysis
  • COB job timings, monitoring, and analysis
  • Year-end jobs
  • User Management – Transact, Windows, and database
  • User SMS group setup
  • Core parameterization & configuration
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