Support Engineer

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At D+H, our incredible team of employees…

Embrace change

We’re flexible, ready to navigate through ambiguity with an open mind, and are energized by our fast-paced environment.

Are driven and motivated

We love a good challenge and are fueled by the opportunity to help shape our future.

Think Innovatively

The world is changing rapidly and we’re always looking for new ways to help our clients grow, compete and optimize their business.

Value Results and Relationships

D+H is a trusted partner to some of the world’s largest banks and corporations and our products are critical to their business. We believe in collaboration and teamwork to achieve the best results.

Your success story starts at D+H. For more information, visit dh.com

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Job Description

Working as a member of a support team for an IT company providing SWIFT services to the financial sector.

The services include hosted mission critical Bureau-based systems for both top financial institutions and corporates

The role would primarily involve supporting & implementing SWIFT Service Bureau related products and solutions collectively known as SWIFT Services for the delivery to both Service Bureau and non-bureau customers. To ensure that the solutions/products are delivered and maintained for the necessary degree of availability and reliability.
Daily Tasks / Responsibilites
Provide second-line support by telephone and email for both bureau and non-bureau customers and where applicable any necessary on-site support.
Maintain effective service delivery for continued customer satisfaction and retention
Log and transition cases in JIRA and Salesforce.com ticketing systems for Incidents, Service Requests and Change Requests
Adhere to the procedures and controls for the management and maintenance of the SWIFT Services for improved customer service delivery.
Ensure any customer complaints are recorded and reported according to defined procedures.
Assist with providing and delivering both scheduled and unscheduled support services.
Provide out of hours support as required on a rota.
Implement and test new SWIFT services ensuring that the necessary resiliency, availability and support capability has been considered
Project manage the upgrade of the SWIFT Services in order to minimise the impact of the change both internally and externally through appropriate change management control.
Maintain up to date documentation on the business continuity arrangements for switching between operational centres.
Project manage the implementation and commission of the SWIFT Services.
Assist with the systems administration and operation of the Service Bureau
Assist with the maintenance and review of application security policies, covering hardware, software, data and physical access to systems.
Assist with the preparation of audit reviews for customer support practices and bureau operation
In addition to the duties and responsibilities listed, to perform other duties as assigned by the Bureau Operations Manager from time to time.
Secondary Tasks / Responsibilities
Perform implementation project support activities.
Maintain knowledge landscape, e.g. wiki, documentation, etc.
Opportunity
Immerse yourself in the Financial Messaging technical world.
Be part of an international team located in the US, UK and mainland Europe.
Essential Skills
Operating system knowledge of Windows and Linux
Strong knowledge of SWIFT Interfaces such as Alliance Access, Alliance Gateway, SWIFTNet Link, etc…
Strong knowledge of SWIFTNet Services and Solutions
Experience in system integration and middleware tools
An understanding of the applications/utilities for systems monitoring and reporting
Operating system security appreciation for best practice deployment
Application resiliency implementation and testing
Good communication skills at all levels
Good analytical troubleshooting skills
Project management skills
Team player
#LI-JF1
Desirable Skills
Understanding and appreciation of financial applications
Understanding of anti-money laundering, Nostro reconciliation, confirmation matching etc.
SWIFT Certification on SWIFT Alliance Access, SWIFT Alliance Gateway
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The above statements describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
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