Support Analyst

ABOUT TEMENOS

Temenos powers a world of banking that creates opportunities for billions of people and businesses everywhere. We have been doing this for over 30 years through the pioneering spirit of our Temenosians who are passionate about making banking better, together.

We serve over 3000 clients from the largest to challengers and community banks in 150+ countries. We collaborate with clients to build new banking services and state-of-the-art customer experiences on our open banking platform, helping them operate more sustainably.

At Temenos, we have an open-minded and inclusive culture, where everyone has the power to create their own destiny and make a positive contribution to the world of banking and society.

VALUES

Care about transforming the Banking landscape.

Commit to being part of an exciting culture and product evolving within the financial industry.

Collaborate effectively and proactively with teams within or outside Temenos.

Challenge yourself to be ambitious and achieve your individual as well as the company targets.

ABOUT THE TEAM

Product Analysis and Customer Support (PACS) Team provides end-to-end L2/L3 support for Temenos products across implementation and live production environments, ensuring high availability, SLA compliance, and customer satisfaction

We are hiring a Software Engineer / Senior Software Engineer with strong expertise in Java, Spring, and enterprise application support to join the PACS FCM (Financial Crime Mitigation) team.

This role focuses on production support, incident management, root cause analysis (RCA), and debugging for enterprise banking applications. The ideal candidate will have experience in client-facing roles, troubleshooting complex issues, and delivering high-quality solutions within SLA-driven environments.

Seeking candidates (excluding candidates from Temenos partner company with Transact experience) with Temenos Transact expertise available to join within 30 to 45 days

RESPONSIBILITIES

Perform incident management, ticket analysis, and issue resolution within defined SLAs

Conduct root cause analysis (RCA) and provide detailed defect documentation with code analysis and debug results.

Conduct functional verification before the solution is delivered to clients, which involves proper end-to-end analysis, debugging, and testing solutions in a local/demo installation before communicating updates to customer.

Troubleshoot production issues in enterprise banking applications

Distinguish between defects vs configuration issues and provide appropriate solutions

Act as a technical point of contact (SPOC) for client escalations and stakeholder communication

Collaborate with development, project, and DevOps teams when necessary for faster resolution

Contribute to knowledge management (FAQs, troubleshooting guides, HOW-TOs)

Support production deployments, upgrades, go-live activities, and major project milestone support.

Ability to handle multiple tasks, prioritize, and meet deadlines.

Able to work independently and collaboratively with teams and clients.

Work in 24/7 support environments including handling critical incidents (P1/P2)

Build tools/automation scripts to improve support efficiency and reduce MTTR

REQUIRED SKILLS

BE/BTech candidates with 2–7 years of experience in application support / production support / L2-L3 support roles with proven experience handling client escalations and SLA-driven environments

Programming exposure: Java (Java 8+)/ Spring, Spring Boot/Hibernate/Apache Wicket/ C, C++, Python

Experience working in Banking / Financial Services domain, Financial Crime Mitigation (FCM), AML, Sanctions Screening, Temenos Transact / Core Banking Systems with understanding of compliance domains such as AML, sanctions screening, alerts processing

Strong expertise in debugging, troubleshooting, and RCA with familiarity in large-scale enterprise applications

RDBMS: Oracle / MS SQL / DB2 / SQL Queries

Good understanding and knowledge of JSON, XML, XPath

Exposure to cloud/SaaS environments and monitoring tools

Knowledge of production monitoring tools (Splunk, Dynatrace)

SOME OF OUR BENEFITS include:

Maternity leave : Transition back with 3 days per week in the first month and 4 days per week in the second month

Civil Partnership : 1 week of paid leave if you're getting married. This covers marriages and civil partnerships, including same sex/civil partnership

Family care : 4 weeks of paid family care leave

Recharge days : 4 days per year to use when you need to physically or mentally needed to recharge

Study leaves : 2 weeks of paid leave each year for study or personal development

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