Senior Service Delivery Consultant - Coric Support

SimCorp; Manila; Hybrid; PHP 480,000 - 720,000; Full time

Benefits offered by this job

Hybrid work

Professional development

Pension plan

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Client-facing

English

SQL

PowerShell

ITIL

ITSM

Jira

ServiceNow

Salesforce

Active Directory

Windows Server

Windows

Agile

Education

Degree in IT/CS/Engineering

Tools

SQL Server

Job description

WHAT MAKES US, US Join some of the most innovative thinkers in FinTech as we lead the evolution of financial technology.

If you are an innovative, curious, collaborative person who embraces challenges and wants to grow, learn and pursue outcomes with our prestigious financial clients, say Hello to SimCorp! At its foundation, SimCorp is guided by our values — caring, customer success-driven, collaborative, curious, and courageous. Our people-cantered organization focuses on skills development, relationship building, and client success. We take pride in cultivating an environment where all team members can grow, feel heard, valued, and empowered.

Why this is important to us

You will be part of our highly effective Global First Line Support team called Unified Service Desk. You will collaborate with team members in Unified Service Desk, along with Global Support and Service Delivery Consultants and Developers from other departments, to handle the daily work of supporting our clients. Our responsibility is to deliver high-quality support and services to over 200 SimCorp clients world-wide for their SimCorp Dimension® platform and to provide Operational Services for SimCorp clients with hosted solutions. The team is accountable for meeting required service levels for customer issues, delivery times and customer satisfaction.

What You Will Be Responsible For

• Serve as the first point of contact for clients seeking support in their daily operations, delivering high-quality service and ensuring timely issue resolution.
• Manage support cases within an incident management framework, taking ownership of client-reported issues from initial investigation through to resolution.
• Provide L2 and L3 technical support for SimCorp products, including troubleshooting, diagnosing, and resolving application and infrastructure-related issues.
• Analyze issues affecting client environments and collaborate closely with developers, product specialists, and subject matter experts to identify and implement solutions.
• Handle customer enquiries regarding the technical functionality of SimCorp solutions in a professional and client-focused manner.
• Set up remote connections to client environments, enabling consultants and developers to investigate and resolve technical issues efficiently.
• Perform regular maintenance activities, application upgrades, and operational support tasks to ensure stable client environments.
• Apply existing solutions, knowledge articles, and troubleshooting procedures to resolve client issues while identifying opportunities for process improvement and automation.
• Escalate complex issues to the appropriate support teams and ensure clear handover and continuous follow-up until resolution.
• Build positive relationships with clients through clear communication, attentive support, and a commitment to customer success.
• Collaborate with Service Delivery Consultants, Product Development teams, and global support colleagues across regions to ensure seamless service delivery.
• Participate in support-related projects and continuous improvement initiatives as required.

What We Value

• Degree in Information Technology, Computer Science, Engineering, or a related technical discipline.
• 3+ years or more experience in a client-facing technical support, application support, service desk, or software support environment.
• Prior experience supporting enterprise software applications within financial services, banking, FinTech, or SaaS environments.
• Solid understanding of software support, troubleshooting methodologies, and incident management processes.
• Practical experience administering Windows Server and enterprise environments, including Active Directory.
• Demonstrated experience with SQL and T-SQL, along with querying, problem resolution, and basic administration of SQL Server.
• Experience with IT Service Management (ITSM) platforms such as Salesforce, ServiceNow, Jira, RemedyForce, or similar ticketing systems.
• 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 IT Service Management 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 effectively.
• Effective written and verbal communication skills in English, with the ability to explain technical concepts clearly to clients and stakeholders.
• Well organized and attentive to detail, capable of handling several priorities within an active global support environment.
• Demonstrated customer-service mindset with the ability to build good relationships and communicate professionally with clients.
• Self-motivated, collaborative, and willing to take on new challenges, with a positive 'can-do' attitude and a willingness to learn new technologies.
• Capable of working on one's own while also making valuable contributions to a globally distributed team.
• Experience with SimCorp Coric, Client Reporting solutions, or financial reporting platforms is highly desirable.

Other Requirements

• Amenable to working rotational shifts supporting EMEA and North America regions.
• Willing to participate in a split-shift schedule to provide broader global coverage.
• Available to support occasional weekend activities for upgrades, maintenance, or critical client issues.
• Comfortable collaborating with global teams across Europe, North America, and APAC.
• Hybrid work arrangement with 2 days per week in the office.

BENEFITS

An attractive salary, bonus scheme, and pension are essential for any work agreement. However, in SimCorp, we believe we can offer more. Therefore, in addition to the traditional benefit scheme, we provide a good work & life balance and opportunities for professional development: there is never just one route - we offer an individual approach to professional development to support the direction you want to take. Visit our career pages to learn more about working at SimCorp: www.simcorp.com/career. Since SimCorp operates in 20+ offices worldwide, the benefits package may vary from country to country.

WHO WE ARE:

For over 50 years, we have worked closely with investment and asset managers to become the world’s leading provider of integrated investment management solutions. We are 3,000+ colleagues with a broad range of nationalities, educations, professional experiences, ages, and backgrounds in general. SimCorp is an independent subsidiary of the Deutsche Börse Group. Following the recent merger with Axioma, we leverage the combined strength of our brands to provide an industry-leading, full, front-to-back offering for our clients. SimCorp is an equal opportunity employer and welcomes applicants from all backgrounds, without regard to race, gender, age, disability, or any other protected status under applicable law. We are committed to building a culture where diverse perspectives and expertise are integrated into our everyday work. We believe in the continual growth and development of our employees, so that we can provide best-in-class solutions to our clients.

SimCorp Manila proudly announces that its Manila Delivery Center has been officially certified as a Great Place To Work for the second consecutive year – Apr25-Apr26. This certification underscores SimCorp's effort to cultivate a workplace that is not only inclusive and collaborative but also committed to the personal and professional growth of its employees

We are also honored to have been voted as a WealthTech100 company for three consecutive years.

SimCorp is a provider of industry-leading integrated investment management solutions for the global buy side. Founded in 1971, with more than 3,000 employees across five continents, SimCorp is a truly global technology leader that empowers more than half of the world’s top 100 financial companies through its integrated platform, services, and partner ecosystem. SimCorp is a subsidiary of Deutsche Börse Group. As of 2024, SimCorp includes Axioma, the leading provider of risk and management and portfolio optimization solutions for the global buy side.

Discover more about our culture, recruitment process, and commitment to promoting meaningful work