Support & Implementation Engineer Core Banking & Alternate Banking Channels

Job Summary

The Support & Implementation Engineer is responsible for the successful installation, configuration, testing, implementation, and support of both Core Banking and Alternate Banking Channels solutions. This role involves providing technical and functional expertise, resolving client issues, delivering on-site training, and managing project implementations to ensure seamless delivery of services and client satisfaction. The incumbent will also work collaboratively with cross-functional teams to address complex issues and continuously enhance the quality of services provided.

Key Duties and Responsibilities

1. Product Implementation & Configuration

-Perform installation, configuration, and deployment of Core Banking and Channels products at client sites.

-Ensure proper system setup and readiness, including software, hardware, and network configurations.

-Collaborate with clients to prepare their sites for implementation and address pre-deployment challenges.

2. System Testing and User Acceptance Testing (UAT)

-Conduct comprehensive system testing and UAT for Core and Channels products to ensure functionality and performance.

-Identify, document, and resolve issues during testing phases to ensure successful product deployment.

3. Technical Expertise and Support

-Provide technical support and troubleshooting for both Core and Channels products to resolve client issues efficiently.

-Respond to client inquiries and escalate unresolved issues in adherence to Service Level Agreements (SLAs).

-Maintain in-depth knowledge of assigned Core and Channels products to address both technical and functional queries effectively.

4. Documentation and Reporting

-Document troubleshooting steps, resolutions, and relevant configurations in the Project Management System.

-Prepare and maintain comprehensive documentation for implemented products, including stored procedures and databases.

-Ensure proper backup and handover of stored procedures, databases, and configurations post implementation.

5. Client Training and Engagement

-Deliver on-site training for clients on Core Banking and Channels solutions, ensuring they fully understand product functionality.

-Build and maintain strong relationships with clients through professional and reliable interactions.

6. Project Management and Implementation

-Develop and manage project plans for all assigned tasks, detailing timelines, deliverables, and resources.

-Coordinate with clients and internal teams to ensure smooth project execution and successful implementation.

-Secure client sign-offs for all completed projects to confirm satisfaction and completion.

7. Support Escalation and Compliance

-Take ownership of assigned technical issues and collaborate with the development team to resolve advanced problems.

-Ensure adherence to company policies, procedures, and SLAs during all support and implementation activities.

8. On-Site Support and Travel

-Travel to client sites as needed to provide hands-on support for high-priority issues and implementations.

-Ensure client satisfaction by resolving escalated issues effectively and efficiently on-site.

9. Additional Responsibilities

-Support other implementation, support, and documentation projects as assigned.

-Perform any other tasks related to the department as assigned by management.

Key Skills and Competencies

-Strong technical knowledge of Core Banking and Channels products and their implementation processes.

-Excellent problem-solving and analytical skills to diagnose and resolve issues effectively.

-Exceptional communication and interpersonal skills to build and maintain client relationships.

-Proficiency in project planning, documentation, and report writing.

-Ability to manage multiple projects simultaneously in a fast-paced environment.

-Familiarity with database management, stored procedures, and backup processes.

Qualifications and Experience

-Bachelors degree in Computer Science, Information Technology, or a related field.

-Proven experience in the implementation and support of Core Banking and Channels solutions.

-Strong knowledge of system testing, UAT, and troubleshooting processes.

-Willingness to travel for on-site implementations and support.

Performance Indicators

-Timely and effective resolution of client issues within SLAs.

-Successful installation, configuration, and testing of Core Banking and Channels products with minimal disruptions.

-Positive client feedback on implementations, training, and support services.

-Accurate and thorough documentation of all tasks and processes.

-Completion of assigned projects within deadlines and with appropriate client sign-offs.