Senior Cloud Support Specialist

Job Description

<p><strong>Senior Cloud Support Specialist</strong></p><p><strong>Department:</strong> Digital Solutions</p><p><br></p><p><strong>The Opportunity:</strong></p><p>As a Senior Cloud Support Specialist, you will represent the organization in client-facing activities for The Company's Financial Hub platform. You'll ensure service excellence by supporting onboarding and certification, coordinating customer needs, and resolving complex technical and operational issues.</p><p><br></p><p><strong>Key Responsibilities:</strong></p><ul><li>Serve as the single point of contact for all platform service requests.</li><li>Deliver 2nd/3rd level technical support, covering functionality, troubleshooting, and usage.</li><li>Conduct root cause analysis for recurring issues and implement preventative measures.</li><li>Act as the escalation point for high-priority incidents, ensuring timely resolution and communication.</li><li>Monitor applications, alerts, and connections to maintain transaction reliability.</li><li>Perform functional testing prior to production release, ensuring compliance with client requirements.</li><li>Apply ITSM practices (Incident, Problem, Change Management) for consistent support delivery.</li><li>Coordinate onboarding, testing, and certification directly with clients and vendors.</li><li>Maintain documentation and knowledge base articles while contributing to continuous improvement initiatives.</li><li>Ensure compliance with SLAs and escalation procedures.</li></ul><p><br></p><p><strong>Essentials:</strong></p><ul><li>Bachelor's degree in Computer Science or equivalent professional experience.</li><li>Minimum 5 years in IT, ideally within financial services technology.</li><li>Strong ability to resolve complex issues under pressure.</li><li>In-depth understanding of AP/AR processes, payment workflows, and reconciliation.</li><li>Proven experience in domestic/international payment processing with regulatory compliance.</li><li>Proficiency in SWIFT iso15022/20022 standards and related formats.</li><li>Hands-on exposure to TMS, ERP systems, and payment gateways.</li><li>Excellent communication skills-able to simplify technical details for clients.</li><li>Strong problem-solving, prioritization, and multitasking skills.</li></ul><p><br></p><p><strong>Preferred:</strong></p><ul><li>Knowledge of trade and post-trade processes (equities, fixed income, ETFs, fund orders).</li><li>Experience with asset financing and treasury management practices.</li><li>Familiarity with automation tools for AP/AR (cash flow forecasting, liquidity management, intercompany funding, banking relationships).</li><li>Willingness to work on a shifting schedule.</li></ul><p></p>