The Channels support specialist supports the business to achieve its goals and objectives by using effective and efficient practices to achieve strategic objectives and product support to customers. Additional responsibilities will include providing the highest level of service to resolve the customers’ issues and restoring the customer to fully functioning status, while strengthening the customer’s experience.

Job Responsibilities/ Accountabilities:

• Document and describe application defects and track those defects to resolution.
• Manage open tickets resolution times on ticket SLA’s and manage vendor on issues/incidents raised with them for resolution
• Perform capacity and performance management for Swift Alliance suite of applications and components.
• Configure, test and deploy newly released fixes into UAT, Pre-prod and subsequent migration to production environments.
• Tier II support for client facing application issues raised by level 1 support analysts
• Prepare method of procedure (MOP) documents and training manuals to be used by level 1 engineers to troubleshoot and resolve known issues in Swift Alliance suite of applications and their components.
• Maintain system uptime on set standards and ensure proper escalation where required
• Drive efforts to proactively identify application or system issues improving availability and performance.
• In depth knowledge of code deployments and SDLC processes.
• Using organization skills maintains personal knowledge of recent environment/software updates to ensure accurate customer communication.
• In depth knowledge of the updated CSP guidelines and controls under the assessment period.
• Document application workflows and create the ability to identify issues at different layers within the application architecture.
• Participates in training programs to continuously improve product knowledge and service skills.

Qualifications

Key Critical Competencies

• Business awareness
• Strong analytical and problem-solving skills
• Excellent planning skills
• High personal standards and goal oriented
• Excellent interpersonal skills
• Excellent and effective communications skills, both orally and in writing
• Strong coaching skills
• Culture sensitivity

Requirements:

• Degree in Computer Science, IT, Telecommunications or related qualifications.
• Knowledge of Swift Alliance suite of applications and their components.
• Ability to carry out integrations through completion of System Integration Testing and User Acceptance Testing.
• Ability to work with diverse teams and various stakeholders to accomplish tasks in heterogeneous 24×7 high-availability operations environments, with significant levels of direct customer interaction.
• Knowledge in UNIX and Linux systems support is a MUST, administration and Linux scripting an added advantage.
• Solution architecture troubleshooting, performance tuning and problem resolution.
• Knowledge of HSM management is key.
• Excellent communications skills, good listener, team player, positive attitude is a must.
• Ability to win the hearts and mind of the customers.
• Knowledge of the latest Swift standards ISO20022
• Ability to work on demand and be quality orientated
• Available to take part in 24 x 7 support coverage roster