L2 Support Engineer

Job Description

We're looking for a dynamic and empathetic L2 Support Engineer to join our team in Singapore. In this pivotal role, you'll serve as a trusted leader and primary point of contact for our clients, ensuring exceptional service delivery, rapid issue resolution, and consistent achievement of service level agreements. You'll combine your technical expertise with strong interpersonal skills to drive customer satisfaction while managing a collaborative support environment. This position operates under a hybrid work model, requiring three days per week in the office.

• Serve as the primary client contact for all support matters, leading regular performance reviews and fostering strong relationships to ensure high satisfaction and SLA adherence
• Manage end-to-end incident and issue resolution, coordinating with internal teams to drive rapid escalation and closure of critical issues while maintaining transparency throughout the process
• Demonstrate assertive leadership during complex problem-solving scenarios, balancing client needs with organizational capabilities
• Maintain audit and compliance integrity through regular housekeeping activities, meticulous documentation, and compliance reporting
• Support on-call operations and act as manager in charge during critical incidents, providing expert guidance and ensuring 24/7 system availability
• Analyze support trends and customer feedback to identify opportunities for process improvement and service optimization
• Coordinate with vendors and third-party partners to resolve complex technical issues and enhance service delivery
• Develop and maintain comprehensive documentation and knowledge management resources to support team efficiency and client self-service

Qualifications

• Bachelor's degree in Computer Science, Information Systems, or related field (or equivalent professional experience)
• Proven experience managing client accounts.
• Excellent communication and problem-solving skills with the ability to explain complex technical concepts clearly
• Strong leadership and prioritization skills, with the ability to remain decisive under time-sensitive conditions
• Strong organizational skills with meticulous attention to audit and compliance procedures
• Proficiency in Microsoft Office Suite; intermediate MS Excel skills for reporting and analysis
• Proficiency in SQL for data queries and access validation
• Familiarity with JIRA and Confluence for issue tracking and documentation
• Knowledge of incident management and escalation procedures
• Willingness to work in a hybrid setup (3 days in-office per week)
• Ability to work during holidays on a rotational basis
• Strong knowledge of the banking industry, including financial products, processes, and terminology

Preferred Qualifications:

• Avaloq Certification
• Software development experience or technical background
• Knowledge about Stock Exchange, Settlements, Corporate Actions and/or Transaction Reporting
• ITIL certification or equivalent service management credential
• Training and mentoring experience with a track record of developing high-performing teams
• Vendor and third-party coordination experience

Additional Information

We realize that managing work life balance is a challenge we all face in our daily lives and in order to support with this we are pleased to offer hybrid and flexible working for most of our Avaloqers to maintain work life balance and still continue our fantastic Avaloq culture in our global offices. 

In Avaloq we are proud to embrace diversity and understand the success of our business is built on the power of different opinions, we are whole heartedly committed to fostering an equal opportunity environment and inclusive culture where you can be your true authentic self. 

We hire, compensate and promote regardless of origin, age, gender identity, sexual orientation or any other fantastic traits that make us all unique, we have done our best to write this advert in an inclusive and neutral way. 

Please be aware that we will not accept speculative CV submissions for any of our roles from recruitment agencies, and any unsolicited candidate submissions will be exempt from any payment expectations.  

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