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SalaryAbout The Role
The Icon Payments Framework (IPF) provides institutions with faster and more cost-effective access to payments through an advanced and highly flexible payments specific platform which seamlessly integrates with core and back-office banking applications.
This is an exciting opportunity to join our growing Client Support team providing exceptional service to our global financial institution clients. The team provides incident and defect management, release packaging and end to end technical support for both applications and SDK solutions.
You are somebody who is a logical thinker with excellent analytical and problem-solving skills whilst having a passion for positive client experiences. You have proven experience in a client facing environment and a desire to lead and drive changes to processes and approaches.
- Experience working in smaller/start-up organizations with an agile approach to change management
- Clear ownership of problems and the ability to work autonomously to ensure resolution
- Incident and Defect management experience coupled with a continual service improvement approach
- Excellent communicator, active listener, and natural collaborator
- In-depth understanding of management and maintenance of enterprise software codebases
- Ability to transpose and convey, complex technical concepts/issues with simplicity and clarity to technical and non-technical audiences
- Release engineering experience: Packaging and shipping stable / hotfix software releases
- Experienced with DevOps tools and processes, specifically Linux, Jenkins, Maven and Git
- Provide client facing support on our payments solution application
- Act as the initial triage point for defects and incidents across differing multiple client infrastructures (server and cloud architectures)
- Provide end-to-end ownership of technical product issues, including troubleshooting, identification of root cause, and driving issue resolution
- Act as the conduit for client application queries and product change requests into Engineering Squads
- Ensure accurate release notes communicated to client including deployment steps and configuration changes
- Collate feedback to drive continual product/process improvements
- Deliver professional customer service whilst performing to agreed Service Level Agreements
- Represent the overall position on defects, incidents, and root cause analysis of the application on a regular basis.
- Establish deep trusted client relationships to understand how the product is used from an end user perspective and prioritise their requirements/issues
- Measure and monitor progress to ensure application releases are delivered on time as required by the client
- Experience of using Atlassian Jira and Confluence
- DevOps experience - Kubernetes, Docker and AWS
- NoSQL databases such as MongoDB / Azure Cosmos DB
- Streaming applications (e.g., Akka, Kafka)
- Experience driving change and improvements to a Support process/function
