Responsibilities:

• Provide L2 support to customers. Manage relationship and SLA with L3 support team. 
• Liaise with the clients to analyse, determine and document their issues; thereby allowing Misys to make recommendations, provide advice & guidance. Champion Misys solutions. Analyse, resolve/escalate problems encountered by the team during the support of Misys products and when interfacing to third party systems.  This will include detailed issue escalation and resolution through interaction with other Misys departments and, where appropriate, the escalation of complex or system wide issues to the Product Manager/Project Manager.
• Support the User Acceptance & Operations testing of the system with the client, Analyse and Resolve/escalate issues during UAT & Operations testing (Augment PS bandwidth). 
• Assist the customer with the parameterisation and configuration necessary to deliver the functionality defined in the solution requirements documentation.
• Assist the CS department in testing the Disaster Recovery Solution.
• Specify the environment and infrastructure for installation
• Advise the Client on Housekeeping tasks that allow the client to maintain and improve system performance. Troubleshoot any issues with the product.
• Assist Misys sales and Services team (subject to availability/bandwidth) to identify, promote, and drive revenues; bidding, selling, negotiating and closing Consultancy led and / or Product led sales campaigns
• Provide training, support and technical consultancy to other teams like Pre sales/Prof Services/Development on product. Deliver technical consulting on assigned products to ensure clients are able to successfully use our solutions
• Provide information, advice, guidance and updates throughout the support lifecycle in order to assist management to eliminate risks and ensure faster resolution of customer issues. 
• Keep pace with current/emerging technological trends in International Banking, treasury and capital markets space.
• Demonstrate a basic understanding/knowledge of one or more products (Opics, Summit, LoanIQ). 
• Represent customer support in the Deal construction process - ensure that any relevant activities on the customer support function are fully understood as part of the Sales Cycle. 
• Document problem resolution to make them available for future reference by other Consultants, e.g. useful notes; file the documents in the Knowledge Base.
• Identify risks of negative outcomes, measure impact, recognise when to escalate risk and minimise risk through corrective action.
  

Qualifications:

• Degree in Information Technology or Computers. (Preferably Engg)
• Must have at least 4 years experience in the Banking Space (preferably Treasury applications) OR in a software services company as a Technical Consultant OR with Misys or its competitors in Development, PS or Support Functions.
• Must have at least 1 year of experience/ knowledge in OPICS