Support Manager
Core
Lead client support operations, manage incident resolution, and ensure SLA adherence for financial institution clients.
Role type
Senior Support Manager (Client Services)
Builds
High-availability support services and client self-help resources for wealth management technology clients
Domain
Financial Services / Wealth Management Technology
Deliverable
client delivery
Required skills
Client account management, incident management, escalation procedures, audit and compliance, SQL, JIRA, Confluence, vendor coordination, process improvement
Preferred skills
Avaloq Certification, ITIL certification, software development experience, knowledge of Stock Exchange/Settlements/Corporate Actions, team mentoring
Technologies
Avaloq, SQL, JIRA, Confluence, Microsoft Office Suite
Responsibilities
Serve as primary client contact for support matters, manage end-to-end incident and issue resolution, maintain audit and compliance integrity, support on-call operations during critical incidents, analyze support trends for process improvement, coordinate with vendors to resolve technical issues
Seniority
Senior, hands-on IC with leadership responsibilities
