Support Manager
Core
Primary point of contact for Avaloq clients in APAC, ensuring effective resolution of product-related issues, proactive escalation management, and end-to-end oversight of SLA performance.
Role type
Senior client-facing support manager
Builds
Continuous 24/7 system availability and high client satisfaction
Domain
Banking technology / Wealth management
Deliverable
client delivery
Required skills
Client account management, incident and issue resolution, first-level support for internal tools, access control management, audit and compliance procedures, banking industry knowledge, SQL, JIRA, Confluence
Preferred skills
Power BI, software development experience, access management and security controls, ITIL certification
Responsibilities
Lead regular performance reviews and ensure high satisfaction and SLA adherence, coordinate with internal teams to drive rapid escalation and closure of critical issues, manage user access enablement and secure remote database access governance, perform token management and compliance reporting, act as Manager in charge during critical incidents
Seniority
Senior, hands-on IC with leadership
