Senior Technical Customer Support Advisor
DH Corporation
Manila, Philippines
19d ago

WHY DO WE LOVE COMING TO WORK EVERY DAY?

With over 10,000 superstars across 48 different countries globally, it is hard not to be inspired every single day. At Finastra we celebrate in global knowledge sharing, diversity and an opportunity to make a difference for each other and for our customers .

We are on a journey. After bringing two global Fintech leaders together in June 2017, Finastra has truly recognized the opportunity and power we have, by combining our expertise, successes and passion together.

Whether it is in a collaboration hub or innovating with colleagues across our global landscape, we are one team creating a network of talent and creativity in a stimulating environment, to do what we can to make a difference for our customers .

Our people are leaders in their role and are always looking for new ways to help our customers grow, compete and optimize their business.

From a graduate Software Engineer to an experienced Sales Executive we are looking for personal leadership and people with the appetite to understand the markets and customers we serve.

We drive innovation that challenges the status quo and feel proud of the positive differences that we make every day. We recognize talent and provide a work environment where leaders can drive results , develop and grow their careers.

Success is what you do, success is what we achieve, together.

The future of Finance is open combine your talents with Finastra opportunities to create an exciting career with us.

For more information, visit Finastra.com

Position Summary : Provide support to clients for all existing and future Payment product offerings provided by Finastra.

Primary Responsibilities :

  • Provide professional application and technical support & consultation to clients of Finastra Payment products, typically banks or major corporations
  • Provide tier 2 support : act as initial escalation point for Operations & Application Support staff and the customer; provide guidance and training for support staff of all levels;
  • execute escalation procedures when applicable, as defined by management

  • Work collaboratively with customers’ and Finastra technical groups for connectivity to various interfaces / applications such as the Federal Reserve Bank, Depository Financial Institutions, and other third party vendors
  • Continually monitor and update all assigned cases in Salesforce CRM with timeliness, accuracy, relevant information and using appropriate customer-
  • facing communication as judged by management. Cases are accessible internally and by Finastra clients.

  • Lead installation, implementation and client coordination of testing fixes provided by Development for Production related issues;
  • document work following change control protocol

  • Create and maintain documentation pertaining to daily operations of the Payments Customer Support Group
  • Install and Maintain Test Environments for all Payment Products for support of the Payments Group
  • Participate in and sometimes lead infrastructure changes that relate to Payment products
  • Maintain and expand support expertise by learning, as necessary, International and Domestic Payments Products and the software applications Finastra sells
  • Qualifications / Experience :

  • Bachelor’s degree (concentration in Computer Science or Computer Engineering preferred)
  • Experience in C++ / Java (code analysis), Oracle
  • Expert technical skills in any of the following are desired : Windows Server administration & support; networking concepts, analysis & troubleshooting;
  • web server technologies such as IIS, Apache / Tomcat; remote access; virtualization; relational databases; Windows-centric system and application support

  • Experience with support of technical services and must have the ability to quickly learn the technical aspects needed to support the products
  • Prior experience in supporting customers of banking or financial software applications preferred
  • Ability to multi-task and manage changing priorities to meet demands of clients
  • Demonstrated ability to contribute to an atmosphere of teamwork through collaborative behavior and open communication
  • Experience interfacing with others via phone and email at all levels from senior management to junior staff
  • Excellent analytical and communication (Verbal and written) skills; process-oriented
  • Participate with other team members in rotating schedule for on-call duty and early shift, with possibility to convert to formal early shift assignment
  • Know-How Prerequisites

  • Unix (Linux) concepts (file systems, groups, users, ...)
  • Unix shells and commands (bash, sh, vi, cat, grep, ssh, sftp, ...)
  • Good XML and possibly ISO20022 know how
  • Good understanding of IBM WS MQ (queue manager, channel, local / remote queue, ...)
  • Good understanding of Oracle DB, SQL, PL-SQL, indexing etc.
  • At least basic understanding of certificates and security
  • RT1 and / or TCH concepts, business cases, message types and flows
  • Good analytical and communication skills
  • L2 Support Goals

  • Can do triage, find root causes and recommend recovery procedures in case of system failures and degradations
  • Can answer typical operation and monitoring related questions
  • Can support DR failover and other customer testing activities
  • Can support typical configuration changes (e.g. EOD retention, MQ changes)
  • Can support renewal of certificates
  • Can gather all required evidence in case of escalation to 3rd level support
  • The above statements describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required.

    Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. If you need assistance or an accommodation due to disability please contact us at 800-274-7280.

    The Future is Collaborative . The Future is Open. The Future is Now.

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