Principal/Senior Service Engineer

Job Description

Title: Principal/Senior Service Engineer

Company Name: LEADS Corporation Limited

Vacancy: --

Age: Na

Job Location: Dhaka

Salary: Negotiable

Experience:

• At least 2 years
• The applicants should have experience in the following business area(s): Software Company, IT Enabled Service

• Bachelor of Science (BSc) in Computer Science & Engineering
• Bachelor of Science (BSc) in Information Technology

• At least 2 years
• The applicants should have experience in the following business area(s): Software Company, IT Enabled Service

• Experience in a technical support role, preferably within the banking or financial services industry.

• Strong proficiency in SQL and PL-SQL for database troubleshooting, optimization, and data analysis.

• In-depth knowledge of banking and financial products (e.g., loans, deposits, general banking, and treasury systems).

• Excellent problem-solving skills with the ability to diagnose complex technical issues quickly and effectively. 

• Strong analytical mindset with attention to detail, capable of performing deep dive investigations into incidents.

• Experience working in a 24/7 operational environment with the flexibility to work in shifts (including nights, weekends).

• Strong communication skills, both verbal and written, to interact with non-technical users and technical teams.

• Ability to work independently under pressure while maintaining a high level of customer satisfaction.

We are seeking a highly skilled and motivated Service Engineer to provide dedicated technical support for our Core Banking Solution. This is a 24/7 role requiring roster-based shift work to ensure around-the-clock service for our clients. The ideal candidate will have strong expertise in SQL, PL-SQL and a good understanding of banking domain and systems. You will troubleshoot, resolve, and escalate issues as required, ensuring minimal disruption to the banks` daily operations.

Key Responsibilities:

• Provide 24/7 technical support for banks using our Core Banking Solution, including roster-based shift work (nights, weekends).

• Diagnose and troubleshoot application related issues and queries to ensure business continuity.

• Work closely with cross-functional teams (Developers, PM and QA) to escalate and address more complex technical issues.

• Maintain incident logs, knowledge bases and technical documentation for reference and training purposes.

• Ensure Service Level Agreements (SLAs) are met, and escalations are handled within defined timeframes.

• Conduct root cause analysis for major incidents and implement permanent fixes to prevent recurrence.

• Act as the first point of contact for customer inquiries, ensuring timely and professional communication.

• Support system upgrades, patching, and deployments as needed, ensuring minimal disruption to business operations.

• Participate in post-incident reviews and contribute to continuous improvement of support processes and tools.

• T/A,Mobile bill,Medical allowance,Provident fund,Weekly 2 holidays,Gratuity
• Lunch Facilities: Full Subsidize
• Salary Review: Yearly
• Festival Bonus: 2