Production Support Analyst

Minimum requirements:

• Relevant degree
• 3-5 years technical and support experience
• Proven experience of working hands-on with a variety of platform technology
• API integrations and providing technical support on the same, preferably in a Banking environment.
• Knowledge of relevant internet and connectivity protocols.
• Knowledge of API's
• Expert experience in reading log files, understanding of reading traceroute and telnets.
• Experience with SQL and a variety of databases .e.g. MySQL etc. (internal and external APIs, file transfers, and SQL queries).
• Creative, collaborative thinker with an ability to learn new things, assess problems, and identify proactive solutions quickly.
• Self-starter, dependable, reliable, detail oriented, time management sensitive, and comfortable leading change and getting things done with accuracy.
• Stakeholder management experience, with the ability to communicate effectively at different levels of an organization.
• Office based and willing to work weekends and extended hours when required
• Experience with SQL and a variety of databases .e.g. MySQL, APIs, file transfers protocols
• The ability to understand JSON/XML
• Excellent communication skills and ability to engage with internal and external stakeholders and clients.

Responsibilities:

• To provide guidance as a technical resource and subject matter expert for the company's Host to Host channel's API offerings. 
• To provide specialist business and systems support to Corporate and Investment (C&I) banking clients to help minimize business disruption and enable business continuity. 
• This role provides support to a platform that operates 24x7 with business hours- Monday to Sunday and will include some out of hours activity to support both anticipated and unplanned system changes.
• Working understanding of Foreign Exchange and SWIFT would be beneficial
• Serves as a liaison between various product and client engagement teams.
• End to end resolution of production queries raised by the client engagement teams while also ensuring constant liaison activities with relevant stakeholders till resolution
• Troubleshooting existing integrations and providing technical support to our C&I clients.
• Relationship management: Facilitates issue resolution with technology partners and plays an advisory role as it relates to system enhancements for an enhanced client experience.
• Communicates product and detailed data specifications to clients and partners as needed in technical or non-technical client meetings.
• Identifies and suggests process and technology opportunities which will improve the API service offering to customers and drive internal efficiencies as it relates to the banks Host-to-Host platform.
• Performs full system, data integrity and user acceptance testing with technology platforms.
• Provides technical expertise and guidance to clients representatives and technical specialists.
• Expert experience in troubleshooting network problems.