This role is ideal for professionals with strong analytical skills and solid knowledge of financial markets, risk management concepts, and troubleshooting methodologies. You will leverage your expertise to provide high-quality customer support and influence product enhancement decisions.
Key Responsibilities
Business and Functional Troubleshooting
- First and second line functional support for banking clients, analyzing complex issues related to credit risk, market risk, liquidity risk, andvaluations.
- Act as a subject matter expert for non-defect functional inquiries,assistingclients with configuration, data interpretation, and functional usage aligned with banking processes.
- Identifyroot causes of defects and provide a clear summary to the development team when reporting the defects, including expected outcome after correction, where possible.
- Collaborate with product and professional services teams to ensure comprehensive issue resolution.
- Participate in a rotating on-call schedule for urgent support needs during weekends or outside of local business hours.
- Ensure seamless handover and coordination with other regions as part of the Follow the Sun support model.
- Support response efforts for high-priority or platform-wide incidents,maintainingclear internal communication and documentation.
- Contribute to cross-functional initiatives aimed at enhancing support processes and product features.
- Support the development of internal and external knowledge base content and client-facing documentation.
- Mentor and support junior analysts, providing coaching, technical insight, and best practices for issue resolution.
