Senior FinTech Service Delivery Lead

SimCorp; Manila; Hybrid; PHP 480.000 - 720.000; Vollzeit

Benefits dieser Stelle

Hybrid work

Professional development

Pension plan

Zusammenfassung

SimCorp is seeking an experienced Unified Service Desk specialist to join our Global First Line Support team. You will be the first contact for clients, manage incidents, and provide L2/L3 support for SimCorp Dimension platform and hosted solutions.

You will work with global colleagues across regions, handling complex issues and driving service improvements while maintaining strong client relationships in a hybrid work model.

Qualifikationen

• Degree in IT, Computer Science, Engineering, or related technical discipline.
• 3+ years in a client-facing technical support, application support, service desk, or software support environment.
• Experience supporting enterprise software applications within financial services, FinTech, or SaaS environments.
• Solid understanding of software support, troubleshooting methodologies, and incident management processes.
• Practical experience administering Windows Server and Active Directory.
• Demonstrated experience with SQL and T-SQL, including querying and basic admin of SQL Server.
• Experience with IT Service Management (ITSM) platforms such as Salesforce, ServiceNow, Jira, RemedyForce, or similar.
• Familiarity with Microsoft technologies including IIS, Windows Server, SQL Server, and PowerShell.
• Experience with scripting, automation, or process optimization using PowerShell or similar tools.
• Knowledge of ITIL principles and ITSM processes; ITIL v4 certification is viewed favorably.
• Experience working within Agile or Scrum environments.
• Effective analytical and problem-solving skills with the ability to investigate, prioritize, and resolve technical issues.
• Strong written and verbal communication in English; ability to explain technical concepts clearly to clients.
• Well organized and able to manage multiple priorities in a global support setting.
• Customer-service mindset with ability to build relationships and communicate professionally.

Aufgaben

• Serve as the first point of contact for clients seeking support in daily operations, delivering high-quality service and ensuring timely issue resolution.
• Manage support cases within an incident management framework, taking ownership from initial investigation to resolution.
• Provide L2 and L3 technical support for SimCorp products, troubleshooting and resolving application/infrastructure issues.
• Analyse issues affecting client environments and collaborate with developers and product specialists to implement solutions.
• Handle customer inquiries regarding technical functionality of SimCorp solutions in a professional manner.
• Set up remote connections to client environments to enable investigation and resolution.
• Perform regular maintenance activities, upgrades, and operational support tasks to ensure stable environments.
• Apply knowledge articles and troubleshooting steps to resolve issues while identifying process improvements.
• Escalate complex issues to appropriate teams with clear handover and follow-up until resolution.
• Build positive client relationships through clear communication and customer success mindset.
• Collaborate with Service Delivery Consultants, Product Development, and global support teams for seamless delivery.
• Participate in support-related projects and continuous improvement initiatives.

Kenntnisse

Client-facing

English

SQL

PowerShell

ITIL

ITSM

Jira

ServiceNow

Salesforce

Active Directory

Windows Server

Windows

Agile

Ausbildung

Degree in IT/CS/Engineering

Tools

SQL Server

Jobbeschreibung

SimCorp is seeking an experienced Unified Service Desk specialist to join our Global First Line Support team. You will be the first contact for clients, manage incidents, and provide L2/L3 support for SimCorp Dimension platform and hosted solutions.

You will work with global colleagues across regions, handling complex issues and driving service improvements while maintaining strong client relationships in a hybrid work model.