Job Description

About the Role In this role you assist our customers around the world to solve their Swift operational challenges on a daily basis.
As Swift supports a wealth of products and services, we use Intelligent Swarming for employees to maintain end-to-end expertise.
We operate in a KCS (Knowledge Centric Support) fashion: Sharing your solutions with customers and colleagues will be an important part of your job.What to expect:Answer customers\xe2\x80\x99 queries interacting manly through web-casesWork with customers to establish the root cause of problems and provide end-to-end service support, retaining end to end ownership of your casesResolve and report on problems, troubleshoot and quickly diagnose complex problems in accordance with SLAMonitor the quality of the troubleshooting and diagnosis before escalation to the relevant teamsManage client relationships from an operational and technical perspective by working with Swift service managers.Assist managers/senior engineers to analyze root causes of problems, generate Knowledge Base tips and propose new specifications to increase supportability, usability of products and decrease product complexity.Produce and control the quality of internal and external training material, problem management procedures and on-line documented solutions.Plan, deliver and implement service improvement projects.Provide implementation and training services, health checks, troubleshooting and consultancy to customers/partners when neededProvide technical support to Sales teams by participating in validation of proposals when neededProvide guidance and technical/product knowledge sharing to team membersWhat will make you successful:A Bachelor or Master degree in IT/Engineering/Computer Science or equivalent8 years and above experience in a technical customer support environment, in Financial Services, Banking or similar will be assetFluent in English in both written and spoken communications. Any other major Asian language is an assetWorking knowledge with change management applications (e.g. JIRA, Ant, Hudson or Jenkins Tools)Rotations for weekends/public holidays with leave & pay compensation.Swift software suite (SwiftNet, Alliance portfolio and messaging solutions)TCP/IP protocol and technical implementation (such as NAT, routing)SSO, RADIUS, LDAP integration with applicationsWindows, Linux, and/or Rhel administrationOracle databases, MQ series and/or IBM WebSphereUser or Administrator of SAP, SalesForce, ServiceNow.Java, XML and SQL knowledgeYou may like to know the team better by knowing the people in the team. Review LinkedIn profile of the people on the list below :- Associate Manager Technical Services & Support, APACWhat we offerWe give you the freedom to be yourself. We are creating an environment of unique individuals \xe2\x80\x93 like you \xe2\x80\x93 with different perspectives on the financial industry and the world. An environment in which everyone\xe2\x80\x99s voice counts and where you can reach your full potential regardless of age, background, culture, colour, disability, gender, nationality, race, religion, or veteran/military status.

SWIFT