Level 2 Support Team Member

Overview

Connecting clients to markets – and talent to opportunity.  With 5,400+ employees and over 80,000 institutional, commercial, and payments clients, we operate from more than 80 offices spread across six continents. As a Fortune 100, Nasdaq-listed provider, we connect clients to the global markets – focusing on innovation, human connection, and providing world-class products and services to all types of investors.  Whether you want to forge a career connecting our retail clients to potential trading opportunities, or ingrain yourself in the world of institutional investing, StoneX Group is made up of four business segments that offer endless potential for progression and growth. 

Business Segment Overview

Payments: A Swift-accredited service bureau and member, our Payments division provides NGOs, institutions and non-profits the ability to make a local difference, globally – with transparent pricing across 180+ countries and 140+ currencies.

Position Purpose: 

The Level 2 Support Team Member will provide advanced technical support for payment applications and SWIFT infrastructure. This role ensures smooth operations, timely resolution of incidents, and compliance with security and regulatory standards. The position requires strong troubleshooting skills, SWIFT expertise, and collaboration with cross-functional teams.

Responsibilities

Primary duties will include: 

• SWIFT Application Support
• Manage and maintain SWIFT components (SAA, SAG, SNL, SWP, HSM, Alliance Connect).
• Perform installations, upgrades, patching, and configuration changes.
• Ensure compliance with SWIFT CSP and SIP guidelines.
• Payment Application Support (XMH)
• Handle L2 tickets, perform root cause analysis, and provide permanent fixes.
• Monitor production environments, perform health checks, and support releases.
• Troubleshoot secure communication channels (SFTP, IBM MQ, Kafka).
• Handle the new client onboarding Projects
• Incident & Problem Management
• Participate in Severe-1 calls and provide RCA reports.
• Collaborate with L1 and development teams for issue resolution.
• Maintain documentation and knowledge base for recurring issues.
• Technical Operations
• Execute database queries (Postgres, MongoDB) for analysis.
• Support UAT and production deployments.
• Identify automation opportunities for operational efficiency.

• Manage Swift mandatory and Security releases. 

Qualifications

To land this role you will need:

• Strong knowledge of SWIFT message formats (MT103, MT202, MT9xx) and ISO20022.
• Expertise in SWIFTNet, FileAct, and secure communication protocols.
• Hands-on experience with IBM MQ, Kafka, and Linux administration.
• Familiarity with sanctions screening tools (e.g., FircoSoft).
• Good understanding of ITIL processes for incident and change management.

Education / Certification Requirements: 

• Bachelor’s degree in Computer Science, Information Technology, or related field.
• 3–4 years of experience in Level 2 support within banking or financial services.
• Certifications in SWIFT or ITIL are a plus.

Working environment:

• 4 day's work from office.