Senior Global Financial Services Support Engineer

Swift Software

Kuala Lumpur

On-site

MYR 120,000 - 180,000

Full time

14 days+

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Job summary

Swift Software in Kuala Lumpur is seeking a technically skilled senior customer support professional to join our global financial services team. You will answer customer queries via web-cases, diagnose root causes and own end-to-end service delivery across products and platforms.

The role requires a degree in IT/Engineering/CS, fluent English, 5–10 years in technical support, and experience with change-management tools.

Qualifications

Master or Bachelor degree in IT/Engineering/Computer Science or equivalent.
5–10 years experience in a technical customer support environment, in Financial Services, Banking or similar asset.
Fluent English, written and spoken communication skills.
Working knowledge with change management applications (e.g. JIRA, Ant, Hudson or Jenkins).
Rotations for weekends/public holidays with leave & pay compensation.
TCP/IP protocol and technical implementation (such as NAT, routing) SSO, LDAP integration with applications Windows, Linux, and/or RHEL administration.
Oracle databases, MQ series and/or IBM WebSphere.
User or Administrator of SAP, SalesForce, ServiceNow.
Java, XML and SQL knowledge.

Responsibilities

Answer customers’ queries interacting mainly through web-cases.
Establish root causes and provide end-to-end service support with ownership of cases.
Maintain end-to-end expertise across Swift products and services.
Share solutions with customers and colleagues in a knowledge-centric approach.
Build and maintain customer relationships and improve satisfaction through environment checks and recommendations.
Travel to customer sites to deliver professional services as needed.
Participate in service and product improvement projects and drive deliverables.