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(Senior) IT Systems & Customer Engineer

About the RoleThe "On Premises" Centre of Expertise team, within the Customer Support organisation, is looking for a Technical Customer Engineer for the Alliance Messaging Hub (AMH) Messaging Flows Squad (based in Mechelen). Recognized within the company as a privileged source of information and support, Centre of Expertise is helping the support centres around the world with complex problems, directly, or indirectly through knowledge sharing. Additionally, you will lead a virtual team of experts and ensure that all required readiness activities are executed in preparation of a successful and smooth roll out and adoption of new product releases and services. As a team player you will: - Support the regional support centres by solving complex customer technical problems or providing answers to queries - Reproduce problems faced by our customers - Identify areas of improvement in the product, support tools or documentation - Interface between regional support teams and development teams You can make a difference! Education University degree in IT/Engineering or equivalent Experience At least 2 years of experience in a similar position. SWIFT product knowledge, project management and coordination skills are an asset. Key Responsibilities - Resolve and report on customer complex to mission critical problems (including 24x7 oncall rotation within the team). - Troubleshoot and quickly diagnose complex problems in accordance with the Service Level Agreement (SLA). - Propose and implement measures to prevent reoccurrence of problems and cases reported. - Communicate on progress internally and externally. - Implement solutions and provide product-related consulting at customer/vendor/partner sites. - Provide technical support to the commercial divisions by participating in technical reviews and giving product presentations and demos. - Participate and represent the voice of the customer and/or customer support organisation in projects to increase product supportability, operability and usability and decrease product complexity. - Design, create, organise and deliver staff training, update knowledge management databases and document problem management procedures for both existing and new products and services. - Lead a virtual team (Campaign Management, Documentation, Customer & Vendor Readiness, Centre of Expertise, Support Regions, Service Management, Product Management, Customer Operations, … Competency Profile Strong technical background - Good knowledge of UNIX (AIX, Oracle Solaris, Linux RedHat) and Windows operating systems. - Security minded and focused. - Scripting, integration or development knowledge is a strong asset. - Knowledge in protocols, middleware, distributed technology, web technology standards (TCP-based protocols, Web technologies (i.e. J2EE, Web Services, Oracle WebLogic, Tomcat, ...), Docker (or other container technologies), XML (schema, xslt, …), database technologies (i.e. Oracle), security technologies (i.e. PKI, AES, TLS, tokens, HSM, ...) are a strong asset. Soft skills - Strong analytical and troubleshooting skills - Willingness to learn and take ownership - Continuous Improvement and Agile mind-set - Good communication skills in English, both spoken and written - A team player willing to work in a multicultural environment - Influencer able to build and maintain working relationships - Passionate about IT and technology What we offer We put you in control of career We give you a competitive package We help you perform at your best We help you make a difference We give you the freedom to be yourself We give you the freedom to be yourself. We are creating an environment of unique individuals – like you – with different perspectives on the financial industry and the world. An environment in which everyone’s voice counts and where you can reach your full potential regardless of age, background, culture, colour, disability, gender, nationality, race, religion, sexual orientation, or veteran/military status.

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(Senior) IT Systems & Customer Engineer

Company:
Swift
City:
Mechelen
Contract type: 
Permanent
Categories: 
IT
Degree level: 
Master
Career level: 
Senior
Published:
01.01.2022
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