You’ll be responsible for providing investigation and second-level support on client issues, technical issues, system / website outages and questions from all internal and external applications by maintaining, prioritisation and addressing respective technology groups and vendors.

You’ll be responsible for maintaining the production applications and day-to-day operational activities, managing escalations and modifying established procedures / approaches to suit specific situations including 24 / 7 support and coordination of recovery efforts.

How You’ll Succeed

Production support - Investigate and define operational issues and prioritize based on severity, risk and / or strategic business needs.

Manage issue logs and Contact Centre requests. Design and implement solutions to prevent recurrence with the end goal of ensuring client satisfaction.

Partnership - Work as a regular liaison with business partners, technology partners, senior management team, and internal and external clients.

Ensure internal clients are well-informed of the team mandate and nature, including relevant policies and legislation changes.

Promote and support the concepts, products and services of the Channel Support area.

Projects delivery - Act as subject matter expert in the assessment of impacts for planned system changes and projects, ensuring compliance with relevant organization standards (Business, Continuity, Security, Compliance, and Privacy);

develop and maintain productive relationships with Technology, QA, Project team and others. Research, evaluate and support the development and implementation of new and / or revised policies, procedures and standards.

Investigate, research and provide recommendations on issues and system outages.

Who You Are?

• You can demonstrate experience in internal applications, you have working knowledge of brokerage products / services, structure and operations sufficient to apply and adopt standard practices and processes for generally related operational activities.
• Strong knowledge and experience in UNIX / Linux, SSL Certificates, Cloud Technology / Azure, and Programming Skills such as (Shell scripting, Perl, Java, Python).
• Working knowledge and experience in. DevOps Methodology & Tools (Jenkins, Etc), Containers : Caas, OpenShift, Service Now, Incident Management, Jira / Confluence, Dynatrace, Autosys, Feed Hub, Alteryx, Power BI, ThoughtSpot, Databases SQL, Oracle, RBAC.
• You’re a Bilingual person, who can be able to communicate in Spanish with the nearshore clients / team.
• Your influence makes a difference. You know that relationships and networks are essential to success. You inspire outcomes by sharing your expertise.
• You're digitally savvy. You seek out innovative solutions and embrace evolving technologies. You can easily adapt to new tools and trends.
• You know that details matter. You notice things that others don't. Your critical thinking skills help to inform your decision-making.
• You put our clients first. You engage with purpose to find the right solutions. You go the extra mile because it's the right thing to do.
• Values matter to you. You bring your real self to work, and you live our values - trust, teamwork, and accountability.

Education :

Bachelor’s degree / University degree or equivalent experience.