We are looking for a skilled L2 Support Agent/Supervisory with expertise in IFS (Integrated Financial System) to join our client. As an L2 Support Agent/Supervisory IFS, you will be responsible for providing second-level technical support to end-users, supervising the L1 support team, and ensuring smooth operations of IFS applications and systems.
RESPONSIBILITIES:
• DR readiness review and test (document TRP, perform DR failover)
• Service Catalogue Maintenance (e.g. Remedy SC)
• Password changes (System accounts)
• Foundation data audit (repair data misalignments)
• complex user requests (e.g. low-code configuration)
• Security patching, vulnerability remediation
• Log and Implement Changes as per Release schedule / Urgent Incident Fixes
• minor system configuration (e.g. dropdown list changes, system configuration)
• Attend Major Incident Boilers (P1 and P2 incidents)
• Log problem cases with OEM, ensure SLAs are met
• Test and deploy application patches/fixes
• Implement workarounds where OEM fixes are pending
• System maintenance (e.g. DB indexing,)
• Remediate data errors (e.g. foundation data, transactional data)
• OEM incident report
• Incident reports
• Environment management (e.g. QA snapshots)
Requirements
SKILL SET(IFS):
• Extensive knowledge of IFS FSM modules, including PSO and Mobility.
• Hands-on experience in configuration, UI design, and customization within IFS FSM applications.
• Skilled in developing and optimizing SQL queries, Views, and Store procedures to enhance FSM functionality.
• Experienced in integrating FSM with remedy.
• Proficient in designing and customizing FSM mobile applications to meet specific business needs.
• Capable of providing technical support and troubleshooting for FSM-related issues.
• Familiarity with IFS hosted solutions and their implementation.