Senior Engineering Support Advisor

At Finastra, we’re a global leader in financial services software, dedicated to expanding access to financial services and shaping what’s next for the industry. Our technology powers mission‑critical solutions across Lending, Payments and Universal Banking, supporting over 7,000 customers, including 80% of the world’s top 50 banks, in more than 110 countries.

The Product  

FINASTRA Fusion Banking Loan IQ is the world's leading solution for servicing commercial loans including structured, project, syndicated, bilateral, asset based, commercial real estate, agricultural, Islamic and niche loans.  Calculates stores and segregates loan and collateral data and enforces desired business and control processes.  Providing seamless coverage and processing for all stages of the loan lifecycle, Fusion Banking Loan IQ delivers a consolidated commercial lending solution to help institutions grow, optimize and automate their lending lines of business quickly and strategically. 

Team Purpose  

The Engineering Support Group’s (ESG) main function is to support complex cases cases raised by Customers and other teams (Functional analysts, Implementation and Pre-sales) for investigation. ESG’s goal is to understand the root causes of the issues and define them as Bugs, Normal Behaviors or Enhancement Requests. Whenever a case is classified as a bug or when a mission-critical situation arises, ESG is responsible for finding a workaround to help the client operate and provide a clear description of the problem, root cause analysis and HTR (How to reproduce scenario) to Level 3 Support. 

Being in the same location as the R&D organization, this group has access to the same tools as the remaining R&D groups (source code, specifications and ALM). The ESG investigation starts where the investigation by Functional analysts and Implementation consultants cannot progress further. 

Job Purpose  

The holder of the role, Person is responsible for directly and actively engaging with Customer and other internal teams on issues that are raised and to try and resolve them in the shortest time possible. 

Besides getting involved in bug validations, ESG analyst may be requested to go onsite on special missions to help a client out of a critical situation. 

Technical analysis of highest order is expected using Java coding skills and troubleshooting skills and usage of tools to find the root cause of issues. 

Expected to work in multiple shifts to support Customer worldwide 

Decision Making & Authority  

The ESG analyst reports either to the Support Manager or to the Team Leader. ESG analyst is responsible for issue investigation; detailed analysis in order to understand and reproduce issues. ESG analyst also takes responsibility for the validation of the client bug fixes, carried out by Level 3 Support, before these fixes are released to the clients.   

The role holder has neither direct nor indirect reports, nor budget responsibility. 

Key Relationships  

• Professional Services, Customer Support, Sales Operations 

  
  
  

• 3rd Level Support & QA – Development  

  
  
  

• Customer group: select client population  

  
  
  

Key Responsibilities  (Key accountabilities of the job) 

Product knowledge 

• Possesses good working knowledge of industry practices, 3rd party products and trouble-shooting skills 

  
  
  

• Proficient in at least one-third of the product’s major modules 

  
  
  

Issues Investigation 

• Investigates cases of medium/high complexity and involves other teams, when necessary, in order to address problems in a faster and more efficient manner 

  
  
  

• Also analyses the issue for root cause from code perspective than just relying on replication of cases 

  
  
  

• Has acquired a methodical approach to solving issues and follows Best Practices for Case Management 

  
  
  

Bug Validation  

• Validates bugs thoroughly by ensuring that described scenarios are tested and proposes workarounds for high severity bugs 

  
  
  

• Creates accurate bugs, providing a clear description and detailed How-To-Reproduce scenarios 

  
  
  

• Tests more than the bug scope to avoid regressions 

  
  
  

Case tracking and client interaction 

• Is capable of working on multiple tasks simultaneously, with regular interaction with the client, e.g. following up of an upgrade as serving as main point of contact from Support  

  
  
  

• Manages multiple tasks in parallel under pressure and when necessary promptly investigate issues on a remote basis  

  
  
  

• Autonomously manages 2/3 of assigned tasks 

  
  
  

Planning and Development  

• Actively manages his own knowledge level and seeks  additional training if needed 

  
  
  

• Confidently challenges priorities if considered wrongly set, holds to planning and delivers on time as well as raise alert if important tasks are set to fail 

  
  
  

• The role holder is a team player – he needs to raise questions to his/her metors, but knows how to work alone on specific issues 

  
  
  

Specification (Qualifications, skills, knowledge and experience) 

Experience 

• General knowledge base of technical/ functional nature. 

  
  
  

• Software engineering background 

  
  
  

• 5-8 years of experience 

  
  
  

• Strong in Database (oracle, MS SQL) Import / Export database and Writing Database queries. 

  
  
  

• Experience with LoanIQ Application, API, SDK, Scripting,  

  
  
  

• Experience with Apache Tomcat, Strong Trouble shooting skills using Java and other tools. 

  
  
  

• Able to manage multiple activities. 

  
  
  

• ****Experience with Dynatrace, Load Balancer, Postman, SOAP, WIN scp, UNIX, Linux, Migration Tool, Message Queue configuration, Grafana, Loki. 

  
  
  

• ***Understanding technical concepts like memory heap garbage collection, CPU statistics, reading server logs and  heap dumps  

  
  
  

• *** Strong Core Java coding skills 

  
  
  

Qualifications & certification 

• Basic degree: Preferably in Engineering / Mathematics / Computer Science 

  
  
  

• Additional: Good to have Finance /  Business Administration  background or relevant experience in BFSI domain 

  
  
  

We are proud to offer a range of incentives to our employees worldwide. These benefits are available to everyone, regardless of grade, and reflect the values we uphold:

·       Flexibility: Enjoy unlimited vacation, based on your location and business priorities. Hybrid working arrangements, and inclusive policies such as paid time off for voting, bereavement, and sick leave.

·       Well-being: Access Confidential one-on-one therapy through our Employee Assistance Program, find support from our network of Wellbeing Champions and Gather Groups, and a calendar of monthly events and initiatives designed to help you thrive - Inside and Outside of work.

·       Medical, life & disability insurance, retirement plan, lifestyle and other benefits*

·       Sustainability: Benefit from paid time off for volunteering and donation matching.

·       DEI: Participate in multiple DE&I groups for open involvement (e.g., Count Me In, Culture@Finastra, Proud@Finastra, Disabilities@Finastra, Women@Finastra).

·       Career Development: Access online learning and accredited courses through our Skills & Career Navigator tool.

·       Recognition: Be part of our global recognition program, Finastra Celebrates, and contribute to regular employee surveys to help shape Finastra and foster a culture where everyone is engaged and empowered to perform at their best.

*Specific benefits may vary by location.

At Finastra, each individual is unique, bringing their own ideas, thoughts, cultural beliefs, backgrounds, and experiences together. We learn from one another, embrace and celebrate our differences, and create an environment where everyone feels safe to be themselves.

Be unique, be exceptional, and help us make a difference at Finastra!