The onsite support engineer provides technology and back-office support for Client's Digital Banking platforms & applications. The candidate will play a key role in acting as the technological/support liaison between the Digital Banking unit and our service providers, enabling the business teams to deliver exceptional service to their customers. The onsite support engineer will oversee application support of the Digital Banking applications including but not limited to, support for Online Banking applications including Mobile Banking.
Duties and Responsibilities including but not limited to;
• Provide day-to-day leadership in a liaison role between Client’s vendor providers and the Digital banking team for technical support and project delivery processes
• Collaborate with various lines of businesses including Marketing as well as peer technology groups
• Engage with various Tech and Businesses and complete Service Transition of technology support for all the new products and/or improvements over existing products
• Oversee vendor changes & releases to the production platform in effective manner
• Prioritizes and schedules assigned support activities and tasks
• Act as the point of escalation for all support related issues & work with other departments in IT, including Major Incident Management, Application Operations, Business Operations, Deposit Operations, Core, Help Desk, Network/Telecom, and Infrastructure teams to rapidly resolve them; analyze and understand impact to end-users and customers and articulate findings to senior technology leadership and/or technology partners via root cause analyses
• Maintain knowledge base of errors, resolutions, knowledge transition documents created during the transition phase
• Escalate Client’s vendor support issues to senior management; identify problems and improve support service levels
• Support departmental audits, IT Risk area, and external regulators; support execution of corrective action (if needed) in a timely manner
• Ensure Offshore resources are fully utilized, present utilization reports etc.
• Document current application functionality and support processes
• Provide on-call support
• Maintain the confidentiality of our customers
• Perform other minor enhancement duties as required
• Develops working knowledge of existing applications and business processes in order to provide support to internal customers with a strong focus on high quality customer service and satisfaction
• Adhere to Client's support processes
• Provide technical support to critical applications hosted in .NET, Acquia, SQL Server etc.
• Triage support issues to the respective members and ensure their resolution
• Manage the offshore team
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