Responsibilities & Tasks:

• Support user functional queries via phones / emails
• Understand the business process and WM operations to support business queries.
• Work closely with business and IT Vendor / IT L3 support team to get the issue resolved based on the priority.
• Manage end to end co-ordination of the tickets assigned with prioritization of incoming requests. 
• Make proposals to further improve interaction processes and enhance value of the Service Desk, focusing on lean and value added services for end-customers; respectively minimize overall outsourcing cost for DB
• Flexibility in work hours will be required based on the priority of the issues.
• Perform health check and publish the report.
• Respond to tickets raised by users and provide Level-1 and Level-2 support.
• Respond to job failure alerts and take remedial action.
• Troubleshoot issues in existing scripts and develop, wherever required.
• Participate and perform DR / BCP exercise.
• Work closely with Development team to get a complete understanding of functionality changes and issues

Business & Technical Skills

• In-depth knowledge of banking operations processes at least payments / cash, securities and settlement activities.  Understanding of complex products is highly recommended. By in-depth knowledge is meant that banking operations are to be understood from
  • A business point of view e.g. how are payment executed in the market, different industry settlement rules, clearing & custody systems, etc.
  • A systems point of view meaning understanding of how transactions are to be booked / processed in a core banking system e.g. different legs of complex products, fees schedules to be set-up in the system, etc.
  • An end-to-end view meaning understanding of the different steps and different intervenient / interdependencies
• Perfect oral and written skills in English
• Knowledge of Avaloq, Digital platforms and DB processes & products would be a high plus.
• Should have a clear understanding of L1 / L2 / L3 Production Management Process.
• Should have exposure to working in multi-technology, multi-country environment
• Should possess ITIL V8 Foundation certification.

Soft Skills

• Very customer / service focused and delivery oriented
• Excellent interpersonal and conflict resolution skills, ability to interface with all levels of management
• Expectations and stakeholder management
• Ability to effectively prioritize and multi-task in a high-stress, high-pressure environment.  Be very stress-resistant
• Excellent communication (oral and written) skills in English, French and/or German

Experience & Exposure

• At least 3-5  years of experience in Banking sector with support background within the Wealth Management industry
• At least bi-lingual (English is one the language) (ideally tri-lingual)

• Proven track record in client and/or front-office facing (from an operational point of view)
• Experience in Production support would be a plus.
• Unix file systems, commands, shell scripting development and trouble shooting
• Windows systems, batch scripting development and trouble shooting
• Oracle PL/SQL queries development and trouble shooting
• Managing / monitoring Control-M and Tivoli/Geneos monitoring tools
• JAVA and .NET Scripting & knowledge.
• VB Scripting & Excel Macro
• Digital UI.