Job Responsibilities:

• Handle escalations from 1st level support teams related to Mobile OTP application
• Manage incident and problem resolution within defined SLAs
• Participate in on-call support rotations if required
• Work with QA teams to reproduce, analyze bugs or performance issues
• Perform root cause analysis (RCA) for issues and document finding
• Maintain and update knowledge base articles and standard operating procedures (SOPs)

Required Skills & Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or related field
• 2–5 years of experience in application support, ideally in mobile apps or digital banking
• Excellent communication skills with a customer-focused mindset

Good to have:

• Familiarity with mobile OS platforms (iOS, Android) and mobile authentication technologies
• Experience working in banking environment