Job Title: Fenergo Level Two Support Engineer APAC
Report to: Technical Support Manager
Business Unit: Customer Support
Overview of Role:
To enhance our global support team, we are hiring a Fenergo Level Two Support Developer with strong, proven customer facing services experience. The Fenergo Level Two Support Developer will build and expand upon our professional and quality support service to all Fenergo customers and ensure customer satisfaction by meeting or exceeding internal Service Level Agreement targets and expectations. The successful candidate is expected to maintain a professional, courteous and customer service focused attitude always.
This Fenergo Level Two Support Developer will apply a mix of technical leadership, application programming, analysis of production defects, incident, activity prioritisation, as well as interacting directly with Fenergo’s customers (both remotely and on-site).
Main Responsibilities:
- Primary responsibility is to provide excellent direct customer support service to Fenergo's clients worldwide
- Support amp; maintenance of web applications based on .NET 4.5 technology
- Ensure support requests are managed and resolved within the agreed service level agreement (SLA)
- Interacting with customers remotely and on client sites, directly as incident owner or supporting local Customer Support team in a mentor capacity
- Ownership of critical or major incidents for Fenergo’s customers
- Provide regular updates to users to ensure they kept fully informed of developments
- Retain ownership of problems through to resolution to ensure a high level of user satisfaction
- Investigation / analysis of production defects to ascertain their root cause
- Bug fixing, and application of fixes to production and non-production environments
- Develop change requests from detailed design specifications
- Working with other developers to ensure deadlines are met
- Adhere to Fenergo coding standards
- Managing the deployment of new releases
- Creation and updating Knowledge Base
- Creation and updating of technical documentation.
- Close cooperation with other members of the technical teams, external suppliers, and the technical team on the client side.
- Preparing technical specifications
- Interacting with other teams within Fenergo
- Participate in on-call duties rotation for out of hours support
Requirements
Experience:
- Minimum 5 years development experience
- At least 2 years .NET ideally mostly of C# 2.0, ASP.NET 4.5, XML
- Min. 3 years of experience in programming T-SQL or PL / SQL.
- Knowledge of JavaScript, JQuery, HTML, CSS.
- Experience in administration and troubleshooting with MsSQL and IIS.
- Technical expertise in the field of operating systems and networks will be an advantage.
- Experience in programming in Bash/regex (the analysis of large blocks of the system log) will be an advantage.
- Knowledge of ITIL
- Excellent communication and interpersonal skills
- Proven experience of working to Service Level Agreements (SLAs)
- Knowledge of the financial services industry an advantage
Education:
- Degree or Diploma in Computing or similar related qualification
- Microsoft Certification an advantage
About Fenergo (www.fenergo.com): Fenergo is an award-winning provider of Client Lifecycle Management software to help Capital Market banks to manage their client and counterparty data, their regulatory compliance challenges and the onboarding of new clients.These solutions simplify and rationalize often complex operational interactions of client lifecycle management by orchestrating onboarding, regulatory compliance and KYC activities across all touch-points within the bank. Fenergo’s accolades include Best Enterprise Data Management from Inside Reference Data (2014), Technology Innovation of the Year Award by the ISA (2013) and Best Customer Onboarding Solution by the Compliance Register (2012).