Functional Support Analyst
Capco
Job Overview
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Job Description
About Capco
Capco, a Wipro company, is a global technology and management consulting firm recognized for deep transformation execution and delivery across banking, financial, and energy sectors. Awarded Consultancy of the Year in the British Bank Award and ranked among the Top 100 Best Companies for Women in India 2022, Capco operates across 32 cities globally, supporting over 100 clients.
Why Join Capco?
Capco offers engaging projects with major international and local banks, insurance companies, and payment service providers, transforming the financial services industry. The culture is tolerant, open, and values diversity, inclusivity, and creativity. There is no forced hierarchy, providing ample opportunity for career advancement as the company grows.
Make an Impact
Contribute innovative thinking, delivery excellence, and thought leadership to help clients transform their businesses. Work with clients and industry partners to deliver disruptive work that changes the energy and financial services sectors.
About The Role: Functional Support Analyst
As a Functional Support Analyst, you will provide L1 functional support for banking applications in a 24x7 environment. This role requires a strong understanding of banking processes across Retail, Corporate, Credit, Payments, and Capital Markets. You will monitor, log, categorize, and track incidents according to SLA, performing initial troubleshooting and root cause analysis. Responsibilities include analyzing logs, transaction data, system behavior, and user inputs, as well as providing detailed RCA reports for recurring or critical issues. You will collaborate closely with business users and technical teams to resolve issues and escalate unresolved matters to L2/L3 teams with comprehensive investigation notes. Maintaining proper documentation and contributing to knowledge base updates are also key aspects of this position. The role demands experience with ticketing tools like ServiceNow, JIRA, or Remedy, a good understanding of ITIL processes, and excellent communication and stakeholder management skills. The ability to work in rotational shifts, including night shifts, strong analytical and problem-solving capabilities, and the capacity to perform under pressure in a production support environment are essential.
Key Skills/Competency
- Banking Processes (Retail, Corporate, Credit, Payments, Capital Markets)
- L1 Functional Support
- Incident Management
- Troubleshooting & Root Cause Analysis (RCA)
- Log Analysis
- Ticketing Tools (ServiceNow, JIRA, Remedy)
- ITIL Processes
- Stakeholder Management
- Analytical Skills
- Problem-solving
How to Get Hired at Capco
- Research Capco's culture: Study their mission, values, recent news, and employee testimonials on LinkedIn and Glassdoor.
- Tailor your resume: Customize your resume and cover letter to highlight experience in banking support, ITIL, and ticketing tools, using keywords from the Functional Support Analyst job description.
- Showcase financial services knowledge: Prepare to discuss your understanding of banking processes (Retail, Corporate, Credit, Payments, Capital Markets) and relevant industry trends during interviews.
- Emphasize problem-solving skills: Be ready to provide specific examples of your experience with incident management, troubleshooting, root cause analysis, and working under pressure.
- Practice behavioral questions: Focus on scenarios demonstrating strong communication, stakeholder management, and adaptability to rotational/night shifts in a support environment.
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