Associate II

About the Role

An experienced Application Support person to manage the delivery of application support services to end-users. Responsible for the day-to-day operations of an application support function, managing incident and problem resolution, and ensuring that service level agreements (SLAs) are met. Critical role in ensuring that business-critical applications are available, stable, performing, and functioning as expected.

Key Responsibilities

• Provide Core Banking Application Support.
• Support and maintain Core Banking Platform packages, specifically but not restricted to Temenos T24.
• Act as a recognised SME across a number of core applications and be technically capable across others.
• Drive implementation of streamlined processes and systems improvements, qualifying and quantifying benefits.
• Undertake proactive trend analysis to identify trends and raise problem records to prevent recurrence.
• Champion and own the problem management process for your Domain, driving adherence to process and best practice.
• Exemplify positive customer service behaviours and promote a culture focused on ensuring customer needs are met.
• Ensure that service impacting incidents are prioritised and user expectations are managed.
• Ensure that root cause is always understood for service impacting incidents and action is taken to prevent re-occurrence.
• Identify risks to the overall service and raise them in a timely manner to the Application Service Manager.

Requirements & Tech Stack

• Experience in T24 modules such as Securities (SC), Asset Management (AM), Securities Corporate Actions (SCC), Payments (FT), Loans and Deposits (LD), and Money Market (MM).
• Knowledge of wealth management processes and applications.
• A strong technical background and a deep understanding of the T24 platform.
• Experience in T24 COB and resolving associated incidents.
• Java, SQL, and Unix knowledge are additional assets (troubleshooting, ability to read and understand code).
• Experience managing a global application support service and global/regional applications.
• Experience with application support tools and technologies.
• Experience working with vendors and suppliers.
• Understanding of IT security and compliance (including data privacy regulations, information security policies, and compliance frameworks such as GDPR).
• Understanding of ITIL processes and procedures.
• Strong communication and networking skills.

Qualifications

• Experience with project management methodologies and tools is highly desirable.
• Experience with cloud-based applications and services.
• Team player with the ability to work across time zones and cultures.
• Capable of remaining positive when under pressure.
• An inquisitive thinker with an attention to detail.
• Enjoys dealing with business and technical users at all levels of the organisation.
• Ability to multi-task and operate in a fast-changing environment.
• Committed to deliver innovative and quality service.
• Enjoys process improvement and solving problems.
• Self-motivated and enthusiastic.
• Ability to operate under pressure and deliver to demanding deadlines.
• Ability to deal with change and engage proactively with change initiatives.
• Flexible to work during evenings and weekends when escalation or on-call work is required.

Skills

• Temenos T24
• UNIX
• Wealth Management
• SQL
• Core Banking
• Data Analysis
• Incident Management
• Problem Management
• Production Support
• Issue Analysis
• ITIL