Production Support Specialist 100% (rfx1549942)

Incident Resolution & Technical Analysis

• Serve as the technical escalation point for 1st line support regarding Avaloq-related incidents and service disruptions.
• Conduct detailed investigations into failed interface timeouts, queue build-ups, or reconciliation mismatches using logs,
• database traces, and monitoring tools (e.g., Splunk, Dynatrace).
• Diagnose root causes involving application logic or configuration.
• Resolve or coordinate fixes for issues together with the vendor

System Health & Stability Management

• Perform routine health checks on Avaloq components
• Maintain and enhance existing runbooks, SOPs and recovery guides for common scenarios
• Recommend improvements to increase system resilience, observability, and mean time to repair (MTTR).

Automation & Continuous Improvement

• Propose and contribute to long-term solutions that reduce ticket volumes and
• prevent recurrence (e.g., alert tuning, config hardening).
• Participate in Post-Incident Reviews (PIRs) and document findings with actionable recommendations.

Reporting & Compliance

• Ensure full compliance with internal policies, regulatory standards and audit requirements.
• Accurately log all activities in the service management tool (ServiceNow).
• Assist in generating operational KPIs and availability reports for management review.

• Bachelor’s degree in computer science, Information Technology, or equivalent qualification.
• 3–5 years of proven experience in second-line IT support, ideally within a private banking or wealth management environment.
• Familiarity with ITIL processes – Incident, Problem, Change, and Event Management
• Strong analytical mindset with structured problem-solving approach
• Calm and decisive under pressure, especially during payment outages
• Ownership-driven with high reliability and precision
• Flexible availability for on-call duties, weekend shifts, and emergency interventions

• Technical knowledge of would be considered an advantage: Messaging systems: IBM MQ, Solace, or similar

• 12 months with option of extension

• Fluency in English