Finacle Support Lead II - Production Support

Finacle L2 Support Engineer

Experience: 6 to 8 Years
Location: Vashi, Navi Mumbai

Key Responsibilities

• Provide Level 2 (L2) support to the Bank's IT team and end users for the Finacle 10.x application.
• Troubleshoot and resolve custom and product-related issues with strong debugging and analysis capabilities.
• Deliver front-end and back-end support for CRM modules, account modules (SB, CA, CC, OD, LA), and Loans & Advances.
• Classify incidents accurately as data-related, product-related, or customization-related issues.
• Ensure timely resolution and closure of support tickets within defined SLA timelines.
• Analyze recurring issues and implement permanent solutions across Finacle modules.
• Publish daily ticket status and incident reports to stakeholders.
• Handle minor customization fixes and support enhancements within the Finacle environment.
• Maintain strong knowledge of Finacle services, architecture, and application environments.
• Generate business and operational reports using SQL as per banking requirements.
• Support End of Day (EOD) and Beginning of Day (BOD) activities, including issue resolution through log analysis and backend troubleshooting.
• Share daily EOD/BOD status reports and checklists with all relevant stakeholders.
• Provide support for EOD/BOD batch processing and financial year-end activities.
• Manage and support customized Finacle modules and integrations.
• Troubleshoot and resolve NEFT, RTGS, and payment processing-related issues.
• Provide backend support for production issues, user queries, and operational incidents.
• Analyze ATM and other delivery channel logs to ensure seamless transaction processing.
• Be flexible to work in rotational shifts as required.
• Support Trade Finance operations and related Finacle functionalities.

Required Skills

• Hands-on experience with Finacle Core Banking Application (10.x).
• Strong knowledge of Retail Banking and Core Banking Operations.
• Excellent debugging and troubleshooting skills.
• Experience in SQL and database querying.
• Knowledge of Finacle customization and configuration.
• Expertise in EOD/BOD processes and batch monitoring.
• Understanding of payment systems such as NEFT and RTGS.
• Familiarity with delivery channels, ATM/FI log analysis, and production support.
• Exposure to Trade Finance modules will be an added advantage.