Main Objectives and Activities

• A full-time daytime position, 12hrs shift with break, 3-4 days/week to handle Technical Support Line including weekends and public holidays.
• Response to user requests and incident/problems via online/phone/email and log them into service desk application per established procedures.
• Follow up and monitoring incidents and escalate as per agreed SLA and established procedures.
• Monitoring systems for alarm signals or alerts from the application or through email alerts and responding to these incidents using the information provided.
• Ensure the close and constant monitoring of each application assigned to you.
• Rigorously monitor production work and report delays/errors.
• Make requests from one IT group to another.
• Record incidents and problems using the tool provided.
• Ensure resolution of issues under your control as soon as possible by contacting stakeholders and follow up or escalate as appropriate.
• Follow the procedures in place and improve them, if necessary, act as a "coach" with your less experienced colleagues and represent the department or the Bank with various organizations, authorities, or stakeholders
• Carry out simple and varied analyzes as well as carry out various important assessments to provide relevant information for decision-making.
• Participate in, or carry out, special projects aimed at increasing our service offer.
• Make recommendations to optimize the efficiency of operations and the quality of documentation.
• Follow up on activities and ensure that you obtain all the data necessary for the control and smooth running of activities.
• Follow the documentation in place and clarify if necessary.

Education

• Bachelor’s Degree in Computer Science/Engineering or equivalent experience.

Language skills

• Good communication skills in English (both written and oral) to be able to work with international customers (Canada, India, Hong Kong, Ireland)

Experience and Skills

• Experience in working in a shared service environment/ customer support service center supporting medium to large applications in a diverse environment globally.
• Experience with Incident Management, Customer Communication overall coordination of resolution when other groups / tech stack is involved.
• Experience in providing user support of client applications and customer business applications.

Knowledgeable or familiar with the following:

• Microsoft MS office 365 (e.g. Outlook, exchange, office etc).
• Atlassian Confluence.
• Remedy and ServiceNow ticketing system.
• As400, MUREX, Smartco or Control-M.