Senior Associate II, Customer Service

Overview

Service Delivery Coordinator (Band 6) role driving operational excellence, ITIL compliance and customer satisfaction, overseeing end-to-end service delivery, client escalations and service improvements.

What you'll do

• Drive Incident, Problem, Change and Request processes to meet SLAs/KPIs, minimize major incident impact, and submit RCAs.
• Lead weekly, monthly and quarterly service reviews, present performance dashboards, and act as the primary escalation point.
• Oversee Incident, Problem, Change, Request, Asset/Configuration and Service Level Management in line with compliance standards.
• Identify operational risks, ensure audit readiness, track observations, and support security/vulnerability remediation.
• Analyze service trends, implement automation, address recurring issues, and establish preventive measures.
• Align third-party vendor performance with contracts and drive cross-functional collaboration.

What you'll need

• Graduate in Computer Science, Information Technology, Engineering, or related field.
• Mandatory 6+ years of Banking domain experience.
• 6+ years of application support experience.
• ITIL Foundation certification (mandatory).
• Application monitoring: health checks (SOD/EOD), alert tracking, and batch/interface monitoring across Core Banking (Finacle), Payments, Trade and LOS.
• Incident logging, SLA tracking, and ticket creation for minor, major, and critical Changes in ITSM tools.
• Troubleshooting login failures, data mismatches, batch errors, and interface issues using scripts, queries, and SOPs.
• Executing batch restarts, file transfers, data validation, and deployment support during maintenance windows.
• Gathering logs and analysis for L2/L3 escalations; maintaining incident logs, SOPs, and knowledge base updates.
• Professional communication with business/ops teams via email, calls, and tickets regarding status updates and resolutions.

Nice to have

• Strong background in Banking & Financial Services.
• ITIL Intermediate/Managing Professional certifications.
• Banking knowledge: Finacle Core Banking Solution, CBS Operations, Branch Banking Processes, Digital Banking Channels, Regulatory and Information Security Compliance, Incident, Problem, and Change Management in Banking Environment.

Details

• Location: Greater Noida, Uttar Pradesh, India.
• Hybrid-friendly work environment.