Sr Application Engineer at TEMENOS USA, Inc in Malvern, PA

ABOUT TEMENOS

We’re passionate about helping banks to perform better, so we solely focus on creating banking software. Temenos offers cloud-native, cloud-agnostic, API-first digital banking, core banking, payments, fund management, and wealth management software products, enabling banks to deliver consistent, frictionless customer journeys and achieve market-leading cost/income performance. Our products combine the richest end-to-end packaged country model bank functionality and the most advanced technology, helping our clients go-live faster, giving them the freedom to innovate and deliver personalized experiences.

We are technology first, with 700+ published APIs, we partner with 100+ Fintechs in our marketplace. We have been recognized year after year by Gartner, IBS, and Forrester for our award-winning solutions.

Temenos is the 4th largest European Software company, with over 3000 clients in 150 countries. We are proud of our 7500+ Temenosians working across the globe to make banking better!

THE ROLE

Temenos SaaS offers all Temenos software products as a service across the globe. The Sr. Application Engineer is responsible for high availability, scalability, performance and successful operation of Temenos SaaS. The Sr. Application Engineer’s primary responsibilities include troubleshooting, optimizing, turning and supporting Temenos SaaS applications.

KEY RESPONSIBILITIES

Responsible for the successful operation, high availability and performance of Temenos SaaS applications.

Responsible for providing senior level technical expertise on Temenos products such as Transact and Infinity.

Contribute to system reliability engineering program; mapping systems and services monitoring and alerts to providing SLA reporting and performance.

Responsible for SaaS application performance and adherence to SLAs.

Understands client's business objectives/impact and applies their expertise to timely resolve issues and ensure customer success.

Monitor ticket queue and allocate tickets to own workload and other colleagues.

Triage new tickets and manage the work to be done.

Follow up with other teams to ensure communication or resolution in a timely manner.

Resolve ticket or escalate as required.

Manage customers’ issues in alignment with impact and priority.

Proactively follow up as needed and raise impediments to management to effectively move resolution forward across all issues.

Research documentation to find how to resolve a ticket.

Research the bug list to determine if problem has been seen before.

Build internal relationships to facilitate mutually beneficial support and information.

Partners with development team on root cause analysis.

Replicate product issues to demonstrate to the Product team to drive improvement.

Interact closely with various departments to provide first hand feedback from customers.

Feed information to the Knowledge team for documentation.

Facilitate the establishment and implementation of standards, policies, procedures and knowledge base.

Reviews, advises and designs standard software builds and hosted application deployments.

Ensure information security best practices and policies are implemented in system designs.

Develop and monitor automated processes to standardized service delivery and meet regulatory requirements.

Contribute to the operationalizing of new SaaS products and service through enablement programs with product organization and other stakeholders.

Regularly communicate with a wide variety of people and must be confident and capable of communicating at different levels both internally and externally.

Must demonstrate a flexible and responsive attitude to service delivery and customer service, possess a desire to automate and innovate, and be able to positively participate in a growing team culture.

SKILLS & EXPERIENCE

Demonstrable experience of Java and JavaScript, Groovy, HTML, CSS, XML Must have experience working in a technical application support role for a software product company or financial services.

Experience in debugging log files for software solutions Knowledge of browser console debugging Experience forensic tracing of inherited values/properties.

Must have a minimum of 5 years of technical application support experience.

Knowledge of full life cycle software development.

Must have the ability to research and learn new technologies and new skills quickly.

Strong experience in supporting, troubleshooting and/or implementing Java and Web-based enterprise applications.

1+ years experience using Azure in enterprise production environment.

1+ years working experience using infrastructure orchestration toolsets such as Ansible.

General knowledge of Microsoft SQL and other databases.

Experience with system monitoring and application performance monitoring tools such as Dynatrace and Splunk.

Experience supporting java based production enterprise application stack including Wildfly, JBOSS, JMS a plus.

Bachelors degree in Information Sciences and Technology or academic equivalent.

Detail oriented by nature.

Strong time management and organizational skills.

Effective analytical, troubleshooting and problem solving skills.

Self-motivated and self-starter, able to work independently with minimal direction.

Working knowledge and understanding of core banking and financial systems a plus.

Detailed understanding and ability to operate within a process-driven organization.

Ability to communicate effectively to peers and customers. Excellent verbal and written communications skills.

Discipline and experience in recognizing and handling confidential and sensitive information.

Ability to quickly assimilate information, providing innovative solutions and attention to detail.

Ability to achieve effective changes and continuous improvement in delivery and the day-to-day operations and processes.

Experience working with enterprise level client when there are issues, acting with credibility and professionalism as well as giving confidence to clients on the actions performed.

Experience with and knowledge of cloud platform solutions.

Familiar with client data center environments and the challenges they face, as they relate to cloud deployments.

Experience in providing service to financial services organizations including a deep understand of the specific service, regulatory, confidentiality and trust requirements of this industry is a plus.

A passion for technologies and solutions, and a strong aptitude for continuous improvement.

WHY TEMENOS

You will work at the cutting edge of technology innovation; we challenge the status quo and are transforming banking every day.

You will experience in a fast-paced environment, ambitious team; we look forwards and continuously strive to be the best.

You will be part of a team that values integrity; we support each other and keep our promises.

You will be able to work freely, flexibly and true to your authentic self; we champion diversity.

You will be joining a global and diverse family that works together through the good times and bad; we care deeply about each other and our clients.

You will experience what we call – Temenosity!