Technical Consultant and Care Manager

External

Swift · Kuala Lumpur, Malaysia

Full-timeOn-siteToday

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About the role

We're the world's leading provider of secure financial messaging services, headquartered in Belgium. We are the way the world moves value - across borders, through cities and overseas. No other organisation can address the scale, precision, pace and trust that this demands, and we're proud to support the global economy. We're unique too. We were established to find a better way for the global financial community to move value - a reliable, safe and secure approach that the community can trust, completely. We're always striving to be better and are constantly evolving in an ever-changing landscape, without undermining that trust. Five decades on, our vibrant community reflects the complexity and diversity of the financial ecosystem. We innovate diligently, test exhaustively, then implement fast. In a connected and exciting era, our mission has never been more relevant. Swift now has a presence in 200+ countries and legal territories to serve a community of more than 12,000 banks and financial institutions.

Responsibilities

Get exposed to Swift's technical solutions and increasingly deliver and implement such solutions and related consulting to our customers

Deliver technical and operational training on Swift's products and solutions to our customers

Increasingly partakes in projects of varying complexities (small to medium size), ensuring effectiveness in meeting customer's needs, and delivering the project's expected outcomes while maintaining effective communication and managing expectations in order to guarantee customer satisfaction

Manage project risks (security, resources, budget, quality) and escalating issues to management when appropriate

Assist the customer in their technical readiness or solution onboarding, solving potential issues they face during projects when those fall within one's area of expertise and within the scope of the project, thereby ensuring the success of the customer engagement

Ensure Care services deliveries for assigned customers (update management, operational checks, etc.) considering Swift's operational roadmap and customer's initiatives

Participate in Continuous Improvement initiatives to enhance customer experience. Update knowledge management databases and document problem management procedures for both existing and new products/services as required.

What will make you successful:

Professional background/education: bachelor's degree or above in Computer Science or IT related fields, or equivalent experience

2-7 years relevant experience within the area of technical support and/or operations preferably in banking and payments businesses.

Languages: Fluent in English and any other language spoken across Asia Pacific is a plus.

Interest or prior experience within the area of technical and system implementation or support and operations preferably in banking and payments businesses.

Knowledge of SwiftNet, Swift's interface products, and Swift's messaging solutions

Proven ability to contribute in a diverse, multi-cultural, multi-country team environment and the ability to work independently

Ability to contribute in a team environment and deliver under pressure

High attention to details, strong analytical and problem-solving skills

Technical skillsets on operating systems, servers, and networking

Occasional travel may be required (up to 10-20% of the time)

Occasional weekends and after business hours work can be expected on a need-to basis to support customer go-live activities

Following additional skills are an asset: Knowledge of Windows Server, AIX or Linux

Good knowledge of TCP/IP networking technologies including routers, VPN, firewalls, etc.

Knowledge in Public Cloud infrastructures such as Amazon Web Service, Microsoft Azure and Google Cloud

Knowledge of Perl, Java, XML, Bash, JIRA

Experience with integration middleware and common messaging technologies

Knowledge in modern integration techniques and technologies, especially Service Oriented Architectures, application server and Web services

Technical Consultant and Care Manager

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