Technical Support Analyst - Remote Eligible
Peer Islands
Technical Analyst (Colombia)
Reporting Manager: Support Execution Leads
Team Structure: Individual. Replacement
Key Responsibilities:
Provide L1, L1.5 & L2 technical support for Core Banking functions, merchant and Biller management. Initial 3 months will be to get KT, shadow support and start taking up Primary support by 4th month
Project/Domain Context:
Core Banking, Merchant & Biller system support. Finance>Payment Processing
Must-Have Skills:
Refer to skill matrix
Good-to-Have Skills:
Refer to skill matrix
Client Interactions/Meeting:
No. Might require based on criticality of the ticket being handled
Technical Interview Areas:
Are there specific areas we should assess (e.g., system design, data structures, coding, cloud, problem-solving)?
Domain Knowledge
Understanding on Application landscape
Tech stack Knowledge
Communication
Years of Experience:
3 to 7 years
Educational Qualifications:
None
Compensation Structure:
Based on performance, domain knowledge, experience and communication skill
Background Check/Policies:
BGV to be done
Contractual or FTE:
Both FTE & Contractual
Any Additional Notes:
Flexibility in handling issues outside working hours to provide continuity of critical issues to back 24X7 support team
Job Requirements – Senior Process and Tech support leads with domain knowledge in Core Banking, Merchant, Billers and Payment processing system. Basic knowledge of technology in Java, SQL is preferred
Evaluation Topics and Weight (Questions and evaluation are based on below):
Tech support experience: 20% - Mandatory
Core Banking: 20% - Mandatory
Finance, Merchant, Billing, Payment processing: 5% - Non-Mandatory
Communication (Written & Oral): 15% - Mandatory
ITIL process, Support KPIs, Follow SOPs, Security Standards: 15% - Non-Mandatory
Documentation, Multi tasking: 5% - Mandatory
SQL: 10% - Mandatory
Log Analysis, REST APIs: 10% - Mandatory