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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