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Key Responsibilities User Support & Issue Management: Serve as the first point of contact for operational and technical issues. Attend calls from end users regarding issues or queries. Understand and gather information about user-reported issues. Raise tickets for reported issues and track them until resolution. Ensure First Time Resolution (FTR) wherever possible. Coordination & Escalation: Identify the appropriate L2 personnel for ticket assignment. Follow up with L2 or other teams until issues are resolved and tickets are closed. Collaborate with operational teams to provide additional generic support required by the bank. Monitoring & Reporting: Monitor systems for operational issues. Maintain documentation of recurring issues, solutions, and user interactions. Escalate unresolved issues to higher-level technical or operational teams. Process Adherence & Improvement: Follow standard procedures for issue logging and ticket management. Contribute to continuous improvement by suggesting enhancements in support processes.