Technology Support and Test Engineer

The core responsibilities for the job include the following:
End-User and Production Support:
First-Line Support: Provide hands-on technical support for the business IT and end-user environment, including proactive troubleshooting.
Ticket Management: Monitor and respond to help desk tickets within defined Service Level Agreements (SLAs).
Ownership and Escalation: Escalate complex or high-impact issues to senior team members while maintaining ultimate ownership of the issue until resolution.
User Onboarding: Process new user registrations and facilitate basic technical training requirements.
Client and Product Implementation:
Financial Institution Support: Provide production support for external customers and assist with product implementations at banks and other financial institutions.
Developer Liaison: Sit alongside and collaborate directly with our Bangalore-based development team to quickly diagnose, track, conduct system testing, and resolve platform bugs.
Platform Operations and Projects:
Deployments and Upgrades: Assist with new deployments, routine maintenance, and system upgrades for our in-house platform.
Process Execution: Work closely with the Singapore-based Technology Support Manager and the Product Manager on process planning and daily execution.
R& D and Delivery: Support the wider team with special project deliveries and Research and Development (R& D) tasks as needed.
Risk and Control:
Monitor operational control workflows and identify control risk gaps, issues, or exceptions for timely resolution.
Assist in performing periodic internal control reviews to ensure compliance with company policies and regulatory requirements.
Assist in documenting process flows, risk-control matrices, and control testing results.

Experience
3-5 yrs