Associate - Global Finance Application Support – ITSM (BA + Support)
Summary
Provides Level 1/2 application support for Trade Finance systems on the Finastra platform: logging and resolving incidents (letters of credit, collections, guarantees, billing), SQL-based data fixes, reporting, runbooks, UAT and release support — on rotating morning/evening/on-call shifts from Pune, India.
Position Summary
As a member of the worldwide IT support team, your duties will encompass handling enhancements and projects on the IT systems used for the Trade Finance business line, providing level 1 & 2 technical support, and working on alternative shifts to ensure prompt incident management. Strong collaboration with headquarters and vendors is essential.
Main Responsibilities
Application Support & Incident Management
- Provide Level 1 IT support for Trade Finance applications on the Finastra platform.
- Log, track, and manage incidents and service requests through the ticketing system.
- Perform first-line troubleshooting for issues related to LC, Collections, Guarantee, and Billing.
- Escalate unresolved issues to Level 2/Level 3 support teams.
- Monitor system alerts to ensure timely resolution.
Transaction & System Issue Resolution
- Investigate and resolve issues related to Letters of Credit, Documentary Collections, and Bank Guarantees.
- Assist users in resolving data entry errors and system exceptions.
- Perform basic data extraction and transaction corrections.
User Support & Communication
- Act as the first point of contact for system issues.
- Provide guidance on Finastra tool navigation.
- Communicate clearly on incident status and resolutions.
- Maintain a professional relationship with stakeholders.
Monitoring & Reporting
- Track and report on open incidents and SLA breaches.
- Contribute to operational health reports.
- Identify patterns in recurring issues and escalate for permanent fixes.
Documentation & Knowledge Management
- Maintain and update runbooks and troubleshooting guides.
- Document resolutions in the ticketing system.
- Assist in creating user guides and FAQs.
Change & Release Support
- Assist in User Acceptance Testing for Finastra.
- Support deployment activities during release.
- Validate post-release system behavior for trade finance modules.
Key Requirements
- Bachelor/Master in Information Technology or related field.
- Advanced knowledge of Finastra’s Fusion Trade Innovation.
- Minimum 5 years of experience in technical support within a financial institution.
- Proficiency in SQL programming.
- Good understanding of the trade finance business.
- Strong communication skills, autonomy, and rigor.
Other Details
This position requires flexible working hours, including morning, evening, and on-call shifts. It is integral within a global operations context, focusing on supporting trade finance functionalities.