L2 Support Engineer
Core
Primary point of contact for clients managing end-to-end incident resolution, SLA adherence, and service optimization in the banking sector.
Role type
Senior L2 Support Engineer (Client Account Management)
Builds
Client satisfaction and service delivery for financial institutions
Domain
Banking / Wealth Management Technology
Deliverable
client delivery
Required skills
Incident management, client account management, SQL, JIRA, Confluence, audit/compliance procedures, vendor coordination, banking domain knowledge
Preferred skills
Avaloq Certification, ITIL certification, software development experience, stock exchange/settlements knowledge, training and mentoring experience
Responsibilities
Lead regular client performance reviews and foster strong relationships, manage end-to-end incident resolution and escalations, support on-call operations and act as manager in charge during critical incidents, maintain audit and compliance integrity through documentation, analyze support trends to identify process improvements, coordinate with vendors to resolve complex technical issues, develop and maintain knowledge management resources
