Digital Banking Support Engineer at Interswitch

About the job

• Providing technical support and services to clients onboarded on Systegra SaaS platforms (IBaaS, ISaaS, etc.). Ensuring high-quality services that exceed customer’s expectations. This involves understanding client needs, providing proactive support, and resolving issues efficiently to minimize disruptions to their operations. Building and maintaining strong relationships with clients, vendors, and internal teams to facilitate collaboration and effective communication.
• To provide Operational Management capacity for our core shared infrastructure, supporting our Core Banking Technologies, Wallet Management Technologies, fraud management and anti-money laundering technologies, and other supporting infrastructure, systems, and platforms that enable us to deliver our cloud business (private and public) effectively.
• Developing operating processes and systems to support & manage the operations of shared Core Banking and Wallet infrastructure in Nigeria and other African operations
• Collaborate with internal operations engineers within the Interswitch Group to deliver and support wallet platform requirements.
• Maintaining a high level of support for both internal teams and external clients in the Managed Services operations platforms and infrastructure, meeting the highest standards of performance, security, and compliance.

RESPONSIBILITIES

• Provide technical support for the Managed Services Operations solutions, applications and infrastructure teams to ensure timely and effective resolution of technical issues.
• Provide 2nd and 3rd-level technical support for clients onboarded on Systegra Managed service platforms.
• Respond to and manage service requests and incidents via helpdesk tickets, email, phone, MS Teams, or other communication channels.
• Monitor clients’ activities on the SaaS platforms to ensure optimal performance.
• Conducting monthly incident review sessions with clients to strengthen the relationship and ensure continuous service improvement.
• Stay up to date on the latest trends and technologies in the Core Banking, Wallet and Security solutions in the payment and Financial Services industry. Evaluate and recommend new tools, technologies, and methodologies to enhance service offerings, improve efficiency, and drive innovation.
• Review and test products to ensure they are suitable for use and meet customer requirements.
• Communicate regularly with stakeholders and cross-functional teams to provide updates on support activities on the SaaS platforms.
• Provide on-site support for critical issues that require physical presence at the customer’s location.
• Work collaboratively with the OEMs and cross-functional teams to resolve escalated technical issues.

Service Level Agreement (SLA) Monitoring

• Monitor vendor compliance with agreed service levels (uptime, response times, resolution times).
• Document and report SLA breaches to Line Manager.
• Follow up with vendors on root cause analysis and corrective actions.

Vendor Relationship Management

• Escalate issues to vendor technical support when internal resolution isn’t possible.
• Track vendor SLAs and ensure timely resolution of escalated incidents.

Incident and Problem Escalation

• Coordinate with vendors during high-priority incidents, outages, or bugs affecting the SaaS platform.
• Facilitate joint troubleshooting sessions with internal teams and external partners.
• Ensure communication flow between vendors, internal stakeholders, and end-users.

Change and Release Coordination

• Collaborate with vendors and internal stakeholders on planned updates, patches, and product enhancements.
• Evaluate potential impact of vendor changes on internal systems and customers.
• Communicate change schedules and risks to stakeholders.

Vendor Performance Evaluation

• Maintain performance dashboards and metrics for vendors (uptime, responsiveness, resolution quality).
• Provide input for vendor reviews and contract renewals.
• Identify areas for improvement in vendor support delivery.

Knowledge & Documentation Sharing

• Maintain updated documentation of vendor procedures, escalation paths, and support contacts.

System Maintenance and Optimization:

• Manage, maintain and optimise Digital Banking infrastructures within Interswitch, IOC and customer sites.
• Implement strategies to identify and resolve system bottlenecks or inefficiencies in Systegra’s CBA technology infrastructure.
• Conduct regular assessments of system performance and recommend improvements.

EDUCATION

General Education

• University (First degree) in engineering, business, computer science, or a related field.

Evidence of strong industry/sector participation and relevant professional certifications such as:

• Relational Database certifications (OCA, OCP, OCI, etc.)
• A certification in ITIL or similar service management frameworks.
• A certification in project management, such as PMP, PMI, ACP, PRINCE2, etc.
• A certification in product management, such as CPM, etc.
• Azure certification, such as Azure Fundamentals (AZ-900), Azure Data Fundamentals (DP-900), Azure AI Fundamentals (AI-900), etc.

EXPERIENCE

General Experience

• At least 4 - 6 years' Enterprise Application Support experience, preferably in a reputable Financial Institution or FinTech company.

Managerial Experience

• Basic experience of coordinating the work of others (4 to 6 months)