Technical Engineer, Customer Support
Manila, Philippines
1d ago

ORACLE and UNIX technical Support consultants required for vendor to the investment banking arena, to work on their highly technical Application support desk.

Providing support to many of the largest financial institutions across the world. The analyst will provide detailed communication back to the client and track the case through to its resolution.

This will involve detailed investigation of application log files and database outputs, as well as understanding the operation of the code in conjunction with the developers.

This position will provide candidates with excellent experience in the investment banking sector.

Key Responsibilities :

  • Client facing role dealing with any problems incurred with production, development or UAT systems.
  • Administrating the open cases for all the banks, tracking responses and ensuring issues are prioritized correctly and resolved speedily.
  • Responsible for maintaining a good relationship with clients and maintaining weekly or monthly conference calls where necessary.
  • Issue investigation and resolution, including the identification of issues with code, documentation and user errors.
  • Being part of the 24-hour customer care team, being the primary point of contact for banks worldwide outside office hours on an on-call rota basis.
  • Providing on-site assistance to clients that require additional application training, system health checks, application installations or consultancy.
  • Opportunities to expand the role into implementation projects, sales support, consultancy / training provision and development.
  • Essential Skills :

  • Excellent written and verbal communication in English
  • Analytical abilities, attention to detail, stability, responsibility as well as customer focus
  • Ability to work independently as well as part of a customer facing team
  • Issue identification and troubleshooting
  • Strong Oracle / SQL knowledge
  • Ability to read code
  • UNIX, including scripting
  • Desirable Skills :

  • Application is built on C++, Java and Oracle Tuxedo, so this is an advantage
  • Knowledge of banking software, banking operations, foreign exchange, payments or CLS (Continuous Link Settlements) is useful, but not essential
  • Working Hours :

  • 40 hours a week (mid shift)
  • Participation in 24 hour on-call support rota (outside working hours) when fully trained.
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