About the role
AI summarisedThe role is an AVP, Product Support Analyst (L2 Service Recovery) within Compliance Technology at a bank. The position focuses on managing and resolving Level 2 service recovery incidents for compliance technology applications, ensuring minimal disruption to business operations.
BusinessFull-timeGeneral
Key Responsibilities
- Manage and resolve Level 2 service recovery incidents for compliance technology applications.
- Perform root cause analysis and implement permanent fixes for recurring issues.
- Coordinate with Level 1 support and development teams for incident resolution.
- Monitor system performance and proactively identify potential issues.
- Document incident resolution steps and contribute to knowledge base.
- Participate in change management and release activities.
- Provide on-call support for critical incidents as needed.
Requirements
- Bachelor's degree in Computer Science, Information Technology, Finance, or related field.
- Minimum 5 years of experience in application support, preferably in compliance or banking technology.
- Strong understanding of compliance processes and regulatory requirements (AML, KYC, etc.).
- Experience with incident management and ITIL framework.
- Proficiency in SQL and database querying.
- Excellent problem-solving and analytical skills.
- Strong communication and stakeholder management abilities.
- Ability to work under pressure and handle multiple priorities.
- Knowledge of financial industry regulations and compliance systems.
- Experience with service recovery and root cause analysis.