Advanced Technical Support Specialist

3 days ago

Lahore, Punjab, Pakistan beBee Careers Full time
Job Summary
">Provide technical support and troubleshooting services for our core banking application. This role involves resolving incidents and service requests related to the application, identifying root causes of errors, and collaborating with vendors and IT teams to improve application performance.

About the Role
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  • As a Core Banking Support Officer, you will be responsible for providing advanced level service desk support incidents and service requests related to our core banking application.
  • You will analyze and resolve incidents within target SLAs, identify root causes for application errors, and escalate serious concerns to the Global Application Services Manager.
  • You will also analyze resolved incidents to identify repeated failures and document resolution steps to ensure prompt resolution of related issues.
  • Categorize, prioritize, and document problems identified throughout support services.
  • Document processes and monitor application performance metrics.
  • Consult with vendors and global IT team members to improve application performance.
  • Provide on-demand support to requests related to CBS.
  • Efficiently use tools supporting the service delivery process, such as Manage Engine Service Desk, TFS and Project Server.
  • Manage change management regarding core banking system.


Key Responsibilities
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  • Analyzing and resolving incidents within target SLAs.
  • Identifying root causes for application errors.
  • Escalating serious concerns to the Global Application Services Manager.
  • Analyzing resolved incidents to identify repeated failures.
  • Documenting resolution steps.
  • Categorizing, prioritizing, and documenting problems.
  • Documenting processes and monitoring application performance metrics.
  • Consulting with vendors and global IT team members.
  • Providing on-demand support.
  • Using tools supporting service delivery process.
  • Managing change management.


Qualifications and Experience
">
  • Bachelor's Degree in Computer Science, Information Systems required.
  • Minimum of 4 years of advanced Technical Support and troubleshooting experience.
  • Experience of supporting CBS (e.g., FLEXCUBE, FINASTRA), ERP or CRM will be considered a plus.
  • Or Minimum of 4 years of experience in supporting software applications.
  • Or Minimum of 4 years of experience in Oracle PL/SQL, proven ability to create and analyze complex scripts.


Skills and Qualities
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  • Sense of logic and creative problem-solving abilities.
  • Detail-oriented, well-organized work style.
  • Strong focus on resolving issue on first contact, ability to discern when issue should be escalated for higher support level.
  • Excellent verbal and written communication skills delivered over MS Teams and via email.
  • Ability to work independently, stay organized and be diligent on follow-ups.
  • Solid knowledge of ITIL standard (certification will be considered a plus).
  • Strong commitment with social mission.


Languages
">
  • Fluency in English required.


Work Environment
">

The position will be based in Lahore, Pakistan.

Availability to travel up to 10% of the time.

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