Senior Support Analyst

ABOUT TEMENOS

Temenos powers a world of banking that creates opportunities for billions of people and businesses everywhere. We have been doing this for over 30 years through the pioneering spirit of our Temenosians who are passionate about making banking better, together.

We serve over 3000 clients from the largest to challengers and community banks in 150+ countries. We collaborate with clients to build new banking services and state-of-the-art customer experiences on our open banking platform, helping them operate more sustainably.

At Temenos, we have an open-minded and inclusive culture, where everyone has the power to create their own destiny and make a positive contribution to the world of banking and society.

VALUES

Care about transforming the Banking landscape.

Commit to being part of an exciting culture and product evolving within the financial industry.

Collaborate effectively and proactively with teams within or outside Temenos.

Challenge yourself to be ambitious and achieve your individual as well as the company targets.

ABOUT TEMENOS

Temenos (SIX: TEMN) is a global leader in banking technology. Through our market-leading core banking suite and best-in-class modular solutions, we are modernizing the banking industry. Banks of all sizes utilize our adaptable technology – deployed on-premises, in the cloud, or as SaaS – to deliver next-generation services and AI-enhanced experiences that elevate banking for their customers. Our mission is to create a world where people can live their best financial lives.

For more information, please visit www.temenos.com .

THE ROLE

Product Analysis and Customer Support (PACS) as the name indicates, provides support to clients using Temenos products which includes clients in the Implementing stage & clients already live on Temenos products. All support requests from these clients are handled by PACS.

We are looking for a qualified Senior Analyst to join our team. An experienced professional, that can handle client incidents to satisfactory resolution. If you are an experienced Software Coding expert (Java/C/C++ & SQL/Oracle) and have handled client’s incidents within agreed SLA’s/customer satisfaction, we would like to meet you.

In this role you are expected to facilitate solution to the tickets logged which includes analysis of the ticket logged, updating clients and stakeholders through appropriate channels in every stage of resolution & providing an agreeable solution.

RESPONSIBILITIES

• You will understand the working of the specific product – application(s) in which expertise needs to be built through training programs including on the job training, classroom training and training material available on the knowledge collateral(s).
• You will have primary responsibility to facilitate solution to the tickets logged. It includes analysis of the ticket logged, updating clients and stakeholders through appropriate channels in every stage of resolution & providing an agreeable solution.
• You will have responsibility for the points below in detail:
• Understand the details in ticket logged. Validate the completeness of information provided and if required, collect further information from client. Use the collected information to analyze the problem.
  When identified as a bug, do comprehensive documentation including product analysis of defects, elaborating the root cause and possible resolution for the defect. Provide additional information that would help the Development team to fix and test the problem effectively.
  In case of non-defects, educate client with adequate information & procedures on how to handle the scenario/meet the requirement.
  You will act as the technical reference point during software implementation/upgrades. Provide guidance and support to client IT teams.
• You will contribute to Knowledgebase through FAQ’s and How To’s.
  You will develop/enhance Tools that will help in reducing the analysis time and boost customer experience.
• You will be available to perform onsite analysis of tickets at client places. Typically this would be required during the milestone period of the client like Go Live of implementation, branches, and Upgrade.
• You will be required to travel inside Pakistan.

SKILLS

• You should ideally have a computer science related degree.
• You should have 5 to 8 years of Product Support experience with coding experience (Java o r any programming language & SQL/Oracle).
• You should have experience in Client facing roles and acting as technical reference point during software implementation/upgrades.
• If you have experience working in 24/7 Support team - will be added advantage.
• If you have Temenos/T24 product experience - will be added advantage.

VALUES

• Care about resolving tickets within agreed SLA’s.
• Commit to finding solutions for client tickets logged.
• Collaborate with clients and the support teams.
• Challenge the teams to thoroughly analyse problems for effective solutions.

#LI-Hybrid

SOME OF OUR BENEFITS include:

• Maternity leave : Transition back with 3 days per week in the first month and 4 days per week in the second month

• Civil Partnership : 1 week of paid leave if you're getting married. This covers marriages and civil partnerships, including same sex/civil partnership

• Family care : 4 weeks of paid family care leave

• Recharge days : 4 days per year to use when you need to physically or mentally needed to recharge

• Study leaves : 2 weeks of paid leave each year for study or personal development

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