Job Description :
RSA Support: Provide L2 and L3 support for RSA Adaptive Authentication (RSA AA) in dedicated model from India & US

Functionality In Scope Activities

L2 Activities

Resolution of incidents not resolved by L1 team

Resolving incidents requiring basic/minor product configuration changes

Update and maintain documentation for repeat tasks

Elevation to L3 or 3rd party support as required

Troubleshooting of failures and incidents

Ensuring the availability of the systems

Execution of defined tasks per Change and request Management

Helping users to create incidents

Upgrades and Patches as required

L3 Activities

Provide expert support with technical and functional issues related to RSA AA.

Provide escalated support to L2

Resolve complex problems (including assisting with complex interdependent network and IT

environment problems)

Coordinate Problem Management investigations

Coordinate 3rd Party and vendor problem resolution

Perform system engineering changes

Update Level 1, 2 Support as problem resolution activities progress through to closure

Database Archival/ Purging execution

Disaster Recovery Setup as requested by CNB DBA

Backup implementation per CNB standards

SOP creation

RCA documents for incidents

KT handling

Daily operation Support

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