Support Engineer
Pubblicato il 06-08-2026 - Nessun nome in Italia
YOUR ROLE
Role Purpose
Provide first-level functional and technical support for the Temenos T24 core banking system. The role focuses on initial incident handling, monitoring, and ensuring smooth day-to-day operations by resolving basic issues and escalating complex cases to L2 teams.
Key Responsibilities
Incident and Service Request Management
- Handle L1 incidents and service requests logged by users or monitoring tools
- Perform initial analysis and troubleshooting using available logs, dashboards, and standard procedures
- Resolve routine issues such as user access, data queries, and minor configuration problems
- Escalate complex incidents to L2 teams with proper documentation and analysis
- Ensure timely updates and closure of tickets in ITSM tools
Application Support
- Provide support for core T24 modules such as Customer, Accounts, Deposits, and Payments
- Assist users with system usage, basic queries, and error resolution
- Perform standard data checks and validations
- Support routine configuration tasks based on predefined procedures
- Ensure accurate data entry and system usage compliance
YOUR PROFILE
Batch and System Monitoring
• Monitor daily batch processes including COB, EOD, and BOD cycles
• Identify and report job failures, delays, or system abnormalities
• Perform first-level recovery actions based on runbooks
• Escalate unresolved batch issues to L2 teams
Interface Monitoring
• Monitor interfaces between T24 and external systems
• Identify and log interface failures or message errors
• Perform basic reprocessing where procedures exist
• Coordinate with L2 or integration teams for issue resolution
Change and Release Support
• Support L2 teams during deployments and release activities
• Execute basic validation and post-release checks
• Follow change management procedures and documentation standards
Collaboration and Coordination
• Work closely with L2 teams for issue escalation and resolution
• Coordinate with business users for issue clarification and updates
• Maintain effective communication during incidents and outages
Monitoring and Documentation
• Monitor system health using dashboards and alerts
• Maintain accurate ticket updates and documentation
• Follow SOPs, runbooks, and knowledge base articles
• Contribute to knowledge base by documenting frequently occurring issues
Skills and Qualifications
Technical Skills
• Basic understanding of Temenos T24 modules and functionality
• Familiarity with logs, batch processes, and issue tracking
• Basic knowledge of databases (Oracle/MSSQL) for querying
• Exposure to ITSM tools (ServiceNow, Jira, etc.)
Banking Knowledge
• Basic understanding of banking operations such as accounts, payments, and customer lifecycle
• Awareness of core banking processes
Soft Skills
• Strong analytical and problem-solving skills
• Good communication and coordination abilities
• Ability to work in a fast-paced support environment
• Willingness to learn and take ownership
Experience
• 1 to 3 years of experience in application support or banking systems
• Exposure to T24 or any core banking system is preferred
• Experience in production support or 24x7 environments is an advantage
Education and Certifications
• Bachelor’s degree in IT, Computer Science, or related field
• ITIL foundation certification is an advantage
• T24 training or exposure preferred
Working Conditions
• Willingness to work in shifts aligned with banking operations
• Availability for on-call support during critical incidents