Job Overview
To assist in managing the digital banking technical support function for temenos digital banking platforms, ensuring timely resolution of issues, maintaining high system uptime, and enhancing customer satisfaction. This role involves troubleshooting, system monitoring, integration support and collaborating with internal and external teams to address technical challenges effectively.
Responsibilities:
- Technical Support Operations:
- Assist in overseeing day-to-day technical support activities for digital banking systems.
- Provide second-level support for complex issues escalated from the support team.
- Diagnose and resolve incidents related to Temenos Infinity, including API integrations.
- Monitor health and performance of T24 Infinity systems, identifying and addressing potential issues proactively.
- Support regular system updates, patches, and maintenance to ensure stability and security.
- Incident Management:
- Act as a point of escalation during major incidents, coordinating with relevant teams to ensure swift resolution.
- Escalate unresolved issues to development or vendor teams.
- Document incidents and resolutions to contribute to the knowledge base for future reference.
- Conduct root cause analysis and recommend preventive measures for recurring issues.
- Collaboration and Coordination:
- Collaborate with product, IT, and vendor teams to resolve technical challenges and implement solutions.
- Coordinate with external vendors and partners for system fixes, enhancements, and support.
- Communicate technical updates and solutions to non-technical stakeholders effectively.
- Reporting and Continuous Improvement:
- Generate reports on system performance, incident resolution times, and user feedback for management review.
- Share knowledge within the team to enhance collective expertise.
- Analyze customer feedback and system data to identify trends and propose enhancements.
- Contribute to the development and implementation of service improvement initiatives.
Skills Required:
- Strong troubleshooting and problem-solving skills.
- Familiarity with monitoring tools and customer support platforms.
- Basic knowledge of APIs, web, and mobile application support.
- Excellent communication and interpersonal skills to manage diverse stakeholders.
- Understanding of ITIL principles and incident management processes is an advantage.
- Ability to work under pressure and manage multiple priorities.
Qualification Required:
- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- 3-5 years of experience in technical support or IT operations, with at least 1 year in a supervisory or assistant managerial role.
- Experience with digital banking platforms or fintech systems is preferred.
