Jr/ Mid-sr Digital Banking Technical Support

1 week ago


Hà Nội, Vietnam AT&A Full time

**AT&A**:
Cung cấp dịch vụ chuyên sâu về Quản trị và vận hành các hệ thống cơ sở dữ liệu Oracle
- Company type
- IT Product
- Company industry
- N/A
- Company size
- 1-50 employees
- Country
- Vietnam
- Working days
- Monday - Friday
- Overtime policy
- Extra salary for OT
- 19/105 Yen Hoa, Cau Giay, Ha Noi
- At office
- Skills:

- IT Support

System Engineer

**Top 3 reasons to join us**:

- Thưởng tết âm lịch, dương lịch, lễ 30/4-1/5, 2/9
- Đào tạo bài bản, thực tế, môi trường chuyên nghiệp
- Cơ hội tham gia các dự án lớn tại nước ngoài

**Job description**:
**Job Overview**

To assist in managing the digital banking technical support function for temenos digital banking platforms, ensuring timely resolution of issues, maintaining high system uptime, and enhancing customer satisfaction. This role involves troubleshooting, system monitoring, integration support and collaborating with internal and external teams to address technical challenges effectively.

**Responsibilities**:

- **Technical Support Operations**:

- Assist in overseeing day-to-day technical support activities for digital banking systems.
- Provide second-level support for complex issues escalated from the support team.
- Diagnose and resolve incidents related to Temenos Infinity, including API integrations.
- Monitor health and performance of T24 Infinity systems, identifying and addressing potential issues proactively.
- Support regular system updates, patches, and maintenance to ensure stability and security.
- **Incident Management**:

- Act as a point of escalation during major incidents, coordinating with relevant teams to ensure swift resolution.
- Escalate unresolved issues to development or vendor teams.
- Document incidents and resolutions to contribute to the knowledge base for future reference.
- Conduct root cause analysis and recommend preventive measures for recurring issues.
- **Collaboration and Coordination**:

- Collaborate with product, IT, and vendor teams to resolve technical challenges and implement solutions.
- Coordinate with external vendors and partners for system fixes, enhancements, and support.
- Communicate technical updates and solutions to non-technical stakeholders effectively.
- **Reporting and Continuous Improvement**:

- Generate reports on system performance, incident resolution times, and user feedback for management review.
- Share knowledge within the team to enhance collective expertise.
- Analyze customer feedback and system data to identify trends and propose enhancements.
- Contribute to the development and implementation of service improvement initiatives.

**Your skills and experience**:
**Skills Required**:
**Junior**:

- Strong troubleshooting and problem-solving skills.
- Familiarity with monitoring tools and customer support platforms.
- Ability to work under pressure and manage multiple priorities.

**Senior**:

- Strong troubleshooting and problem-solving skills.
- Familiarity with monitoring tools and customer support platforms.
- Excellent communication and interpersonal skills to manage diverse stakeholders.

Understanding of ITIL principles and incident management processes is an advantage. Ability to work under pressure and manage multiple priorities.

**Qualification Required**:
**Junior**:

- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- 1-2 years of experience in technical support or IT operations, with at least 1 year in a supervisory
- Experience with digital banking platforms or fintech systems is preferred.

**Mid-senior**:

- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- 3-5 years of experience in technical support or IT operations, with at least 1 year in a supervisory or assistant managerial role.
- Experience with digital banking platforms or fintech systems is preferred.

**Why you'll love working here**:
Attractive income, bonuses

Comprehensive and practical training in a professional environment.
Opportunities to participate in large bank



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