Collaborate closely with IT Assist, application/system vendors, internal system PICs, and cross-functional teams to troubleshoot and resolve application-related incidents and service requests.
Drive Continual Service Improvement (CSI) by identifying recurring issues, improving support processes, reducing dependency on Level 3 support, and recommending opportunities for automation and process improvement.
Provide Level 2 support for enterprise applications, end-user computing, system integrations, and related technology services.
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Manage and ensure all incidents, service requests, issues, and assigned tasks related to Application Technology Support are tracked, followed up, and resolved within agreed Service Level Agreements (SLAs).
Act as Level 2 Application Support, serving as an escalation point for cases raised by IT Assist, COE teams, application vendors, and other Level 1 support teams.
Increase the percentage of issues resolved at Level 2 through effective troubleshooting, root cause analysis, and resolution before escalation to Level 3 support or external vendors.
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Translate complex algorithmic ideas - syntax parsing, semantic chunking, custom routing - into reliable, production ready software components.
Build and rigorously evaluate prototypes for future AI initiatives, including open source small language models (SLMs), custom embeddings, and multi agent / cross validation patterns, backed by measurable retrieval and quality metrics.
Architect multi tenant data, identity, and authorization layers that meet enterprise security and compliance requirements.
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Adapt and tailor technology solutions to ensure compliance with regional requirements, including security practices, data regulations and other local needs
Provide ongoing technical support and expertise to regional users, ensuring high system performance and minimizing operational disruptions
Contribute to the full application lifecycle, from initial concept and development through to deployment and ongoing maintenance and support
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This role requires working EMEA hours (3:00 pm – 12:00 am), with a shift allowance provided.
Database Development: Design and implement robust database structures, including tables, views,, indexes, packages, stored procedures and functions, using SQL and NoSQL technologies for (Oracle / MS-SQL / PostgreSQL) and their needed integration services.
Back-end Logic: Write, debug, and optimize complex stored procedures, functions, and triggers
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Simulate Customer Scenarios: Utilize our specialized onsite support laboratory to recreate customer scenarios, test assay performance, and validate technical solutions
Facilitate Knowledge Sharing: Utilize AI-driven knowledge management tools to create self-fix materials, support software/hardware updates, and deliver technical discussions for customers and internal teams
Collaborate in Agile Networks: Participate in local and regional service projects within the hub, collaborating cross-functionally to improve service delivery and strengthen long-term customer trust
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Work directly with business units to uncover inefficiencies and unmet needs or find opportunities to challenge existing processes.
Explore different solutions - from AI, automation to SaaS, AI-assisted development and custom software - and validate whether they actually solve the problem.
Contribute to product and system architecture decisions.
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Technical Leadership & Solution Ownership: Lead the technical direction of AI initiatives by driving architecture decisions, establishing best practices, mentoring team members, and guiding the end-to-end delivery of scalable AI solutions.
Collaboration & Delivery: Work with Product Owner, Developers, Quality Engineers and UX Designers to deliver the Virtual Companion. Contribute to sprint planning, code reviews and documentation.
Bachelor’s degree or above, with 5-8 years in software development and relevant experience in leading AI/ML development project
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Technology Assessment: Continuously assess and select new technologies, frameworks, and methodologies that enhance the financial services IT landscape. Stay informed about emerging trends and innovations.
Integration Management: Oversee the integration of various systems, applications, and technologies. Ensure seamless interoperability and data flow across the entire IT environment.
Project Oversight: Provide technical leadership and guidance throughout the project lifecycle. Collaborate with cross-functional teams to ensure successful implementation of solutions.
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