Technology Support and Test Engineer

The core responsibilities for the job include the following:

End-User and Production Support:

• First-Line Support: Provide hands-on technical support for the business IT and end-user environment, including proactive troubleshooting.
• Ticket Management: Monitor and respond to help desk tickets within defined Service Level Agreements (SLAs).
• Ownership and Escalation: Escalate complex or high-impact issues to senior team members while maintaining ultimate ownership of the issue until resolution.
• User Onboarding: Process new user registrations and facilitate basic technical training requirements.

Client and Product Implementation:

• Financial Institution Support: Provide production support for external customers and assist with product implementations at banks and other financial institutions.
• Developer Liaison: Sit alongside and collaborate directly with our Bangalore-based development team to quickly diagnose, track, conduct system testing, and resolve platform bugs.

Platform Operations and Projects:

• Deployments and Upgrades: Assist with new deployments, routine maintenance, and system upgrades for our in-house platform.
• Process Execution: Work closely with the Singapore-based Technology Support Manager and the Product Manager on process planning and daily execution.
• R& D and Delivery: Support the wider team with special project deliveries and Research and Development (R& D) tasks as needed.

Risk and Control:

• Monitor operational control workflows and identify control risk gaps, issues, or exceptions for timely resolution.
• Assist in performing periodic internal control reviews to ensure compliance with company policies and regulatory requirements.
• Assist in documenting process flows, risk-control matrices, and control testing results.