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Customer Engineer - Support Readiness

SWIFT Kuala Lumpur, Malaysia
Posted 4 days ago Permanent Competitive
Customer Engineer - Support Readiness
About the Role

Are you a good project or programme coordinator who wants to be actively engaged in, and contribute to strategic programmes? Do you have a passion for support?
Join the New Products team to help ensure SWIFT will be ready to operate and/or support new key initiatives and strategic programmes.

What to expect:
As a dynamic customer engineer/project manager you will be working under supervision of a coach on the following:
  • Lead Support Readiness of major commercial or infrastructure programmes
  • Actively engage with key stakeholders in Technology Platform, Customer Experience, Products, and other groups
  • Represent customer support teams in the early phases of a project and ensure their requirements are taken into account
  • Follow-up on the development, testing and deployment of these requirements with the appropriate development teams and squads
  • Provide clear and precise updates to Senior Management
  • Timely and clear communication to all impacted operational teams
  • Develop, document and execute Readiness plans
  • Engage and lead virtual teams across operations and support teams to deliver the Operational Readiness plans for these groups
  • Ensure Operational Readiness Tests are prepared, planned and executed timely
  • Provide support of technical problems. Work with the customer/vendor/ partner to establish the root cause of problems, retaining ownership of a case through resolving it individually or escalating it - in accordance with the SLA.
  • Continuous Improvement. Participate in continuously improving the Customer and product experience, participate in problem solving and deep dive sessions and propose/implement necessary changes.
  • Under the guidance of a coach, update and control the quality of internal training material, problem management procedures and on-line documented solutions
What will make you successful:
  • Bachelor's degree in IT, Engineering or related, or equivalent through professional experience
  • 5 years and above relevant experience
  • A solid knowledge and understanding is required in the area of Operations and ideally Support too
  • Proficient knowledge of Office and Collaboration tools (e.g. Confluence/Jira, SharePoint)
  • Project or Programme Management experience or certification is a big asset
  • Experience with SWIFT and its products and services is a plus
  • Good communication and presentation skills, fluent in English, both spoken and written
  • Autonomous, curious and self-driven
  • Influencer, Negotiator
  • Pro-active and able to adapt quickly to changes and new priorities


You may like to know the team better by knowing the people in the team. Review LinkedIn profile of the people on the list below:

Kirsten Posthumus - Head of New Products Support
Polly Ip - APAC Recruiter

What we offer

We put you in control of career
We give you a competitive package
We help you perform at your best
We help you make a difference
We give you the freedom to be yourself

We give you the freedom to be yourself. We are creating an environment of unique individuals - like you - with different perspectives on the financial industry and the world. An environment in which everyone's voice counts and where you can reach your full potential regardless of age, background, culture, colour, disability, gender, nationality, race, religion , or veteran/military status.
Job ID  2022-11471
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