Expert Technical Customer Support Advisor

Who are we?
At Finastra, we are a dynamic global provider of open finance software solutions, dedicated to expanding access to financial services. Our innovative applications span Lending, Payments, Treasury and Capital Markets, and Universal Banking. Proudly serving over 8,000 customers, including 45 of the world's top 50 banks, we aim to boost financial inclusion for all. Join us and be part of a vibrant company that embraces diverse perspectives, and is committed to doing well by doing good.

What will you contribute?
The holder of the role is a multi-product specialist, with technical competencies, responsible for handling and resolving the raised issues in the shortest time possible. The holder should also possess leadership abilities as well as excellent customer management skills.

Responsibilities & Deliverables
Your deliverables will include, but are not limited to, the following:

• Respond to customer requests, whether they are reported issues, questions or assistance requests, helping them to be able to utilize their product properly as per their needs.
• Understand the reported issue (especially from a technical perspective) and be able to replicate the respective scenario in Finastra environments.
• Perform technical investigation with root cause analysis of the issue reported, providing adequate solutions where feasible and/or detailed analysis to the stakeholder teams.
• Update clients on the progress towards issue resolution, including tracking issues sent to other departments and ensuring a timely resolution focusing on the client's satisfaction and product quality.
• Participate in client (phone) meetings/WebEx sessions, in order to ensure proper communication from/to customers end or/and do remote troubleshooting if required.
• Validate defects thoroughly by ensuring that there is enough information available including logs; DB dumps; exact replication steps; screenshots of errors etc., before raising defects to other teams.
• Contribute actively towards knowledge base creation with internal articles on how-to's / best practices / solutions / etc., as well as external documents for clients' usage such as release notes or knowledge base articles.
• Validate defects thoroughly by ensuring that there is enough information available including logs; DB dumps; exact replication steps; screenshots of errors etc., before raising defects to other teams.
• Ensure that all raised incidents are followed through until closure diligently within SLA timelines.
• Able to resolve tickets raised on multiple products, namely Midas and Essence
• Able to program, understand and troubleshoot codes written in RPG, RPGLE, CL, CLLE, Java programming languages
• Able to lead and manage the team on his/her manager's absence
• Able to coach and mentor junior members of the team, as well as do QA on their analysis
• Act as relationship manager or customer advocates to our clients. Doing regular case reconciliations and help handle client escalations.
• Flexible to work on different shifts, especially on early morning shifts
• Flexible to work on local public holidays

Required Experience

• Minimum of 7 yrs solid experience in iSeries or AS400, and CL and RPG programming
• Knowledge/experience in Java programming and SQL
• Knowledge/experience IBM WebSphere MQ or RedHat AMQ
• Knowledge in other programming languages, including debugging skills and some experience with debugging tools on different operating systems
• Knowledge/experience in Midas (Midas, MidasPlus, Fusion Midas)
• Knowledge/experience in Payment Manager
• Knowledge/experience in Essence

Benefits
We are proud to offer a range of incentives to our employees worldwide. These benefits are available to everyone, regardless of grade, and reflect the values we uphold:

• Flexibility: Enjoy unlimited vacation, based on your location and business priorities. Hybrid working arrangements, and inclusive policies such as paid time off for voting, bereavement, and sick leave.
• Well-being: Access confidential one-on-one therapy through our Employee Assistance Program, unlimited personalized coaching via our coaching app, and access to our Gather Groups for emotional and mental support.
• Medical, life & disability insurance, retirement plan, lifestyle and other benefits*
• ESG: Benefit from paid time off for volunteering and donation matching.
• DEI: Participate in multiple DE&I groups for open involvement (e.g., Count Me In, , , , ).
• Career Development: Access online learning and accredited courses through our Skills & Career Navigator tool.
• Recognition: Be part of our global recognition program, Finastra Celebrates, and contribute to regular employee surveys to help shape Finastra and foster a culture where everyone is engaged and empowered to perform at their best.
• Specific benefits may vary by location.

At Finastra, each individual is unique, bringing their own ideas, thoughts, cultural beliefs, backgrounds, and experiences together. We learn from one another, embrace and celebrate our differences, and create an environment where everyone feels safe to be themselves.

Be unique, be exceptional, and help us make a difference at Finastra