Responsibilities

• Deliver support service packages for the customer community according to package specifications and gather feedback from customers for service improvement purposes.
• Lead consulting projects and deliver SWIFT applications implementation service and training at customer site.
• Implement solutions and provide product-related consulting at customer/vendor/partner sites.
• Resolve and report on customer/vendor queries and problems of medium to large complexity. Troubleshoot and quickly diagnose less complex problems in accordance with the Service Level Agreement (SLA)/ key performance indicators and propose measures to prevent recurrence.
• Provide support on all technical problems within own area of expertise, through the provision of telephone or online support. Work with the customer/vendor/partners to establish the root cause of problems and provide end-to-end service support, retaining ownership of a case, by resolving it individually or escalating it - in accordance with the SLA.
• Design staff training packages, update knowledge management databases and document problem management procedures for both existing and new products/service.
• Provide technical support to the commercial divisions by participating in technical reviews and giving product presentations and demos.
• Maintain client relationships and build client satisfaction with designated customers by performing regular health checks of their operational environment and providing recommendations for improvement.
• Participate in service improvement projects within own area by executing parts of projects.
• Provide pre-sales and proposal scoping review support for customer opportunities from a services perspective

   

Education

• University degree in Computer Science or IT related fields, or equivalent experience

Experience, Skills and Other Requirements

• 8-10 years experience in an implementation and/or consulting services capacity.
• Knowledge in various Operating Systems, Networking technologies, understanding of Java technology and modern integration techniques and technologies.
• Knowledge in SWIFT products, services and solutions would be advantageous.
• Experience in market infrastructure (i.e. central bank, stock exchange, clearning house, central securities depository,etc.) systems or operations would be advantageous.
• Team spirit as well as the ability to work independently in a multicultural environment.
• Excellent communication, coordination, analytical and planning skills.
• Willingness to travel 30-50%.
• Ability to work under pressure at customer locations, including over weekends and after business hours on a need-to basis.
• Fluent in English and Mandarin; other Asian languages will be an advantage.
• Good knowledge of AIX, Linux, Windows Server.
• Good knowledge of TCP/IP networking technologies including routers, VPN, firewalls, etc.
• Knowledge of Perl, Java, XML, Ant, Bash, JIRA, Amazon EC2 and Hudson is an asset.
• Knowledge of database and security technologies is an asset.