Senior Technical Support Engineer

About the role

We are seeking a Senior Technical Support Engineer to join a leading Swiss private banking institution. The role is focused on supporting and maintaining core banking systems in a production environment, ensuring high availability, performance, and regulatory compliance.

Key responsibilities

• Act as the L2 escalation point for Avaloq‑related incidents and service disruptions.
• Perform deep technical analysis of interface failures, queue backlogs, and reconciliation mismatches.
• Investigate root causes using logs, database traces, and monitoring tools such as Splunk and Dynatrace.
• Coordinate fixes with internal teams and external vendors.
• Maintain system health through proactive monitoring and regular health checks.
• Update and improve runbooks, SOPs, and recovery procedures.
• Drive automation and continuous improvement to reduce incident recurrence.
• Participate in post‑incident reviews and provide actionable recommendations.
• Ensure compliance with internal policies, regulatory standards, and audit requirements.
• Document activities in ServiceNow and contribute to KPI and performance reporting.

Required profile

• Bachelor’s degree in Computer Science, IT or equivalent experience.
• 12+ years of 2nd line technical support experience, preferably in banking or financial services.
• Fluent English; German is a plus.

Required skills

• Avaloq core banking system knowledge.
• Experience with monitoring and logging tools (Splunk, Dynatrace).
• Familiarity with messaging systems such as IBM MQ or Solace.
• Good understanding of ITIL processes (Incident, Problem, Change, Event Management).
• Proficiency with ServiceNow or similar ticketing platforms.

What we offer

• Hybrid work model based in Kirchberg.
• Full‑time permanent or freelance contract through Hays.
• Competitive salary aligned with experience.