ABOUT US
We’re the world’s leading provider of secure financial messaging services, headquartered in Belgium. We are the way the world moves value – across borders, through cities and overseas. No other organisation can address the scale, precision, pace and trust that this demands, and we’re proud to support the global economy.
We’re unique too. We were established to find a better way for the global financial community to move value – a reliable, safe and secure approach that the community can trust, completely. We’re always striving to be better and are constantly evolving in an ever-changing landscape, without undermining that trust. Five decades on, our vibrant community reflects the complexity and diversity of the financial ecosystem. We innovate diligently, test exhaustively, then implement fast. In a connected and exciting era, our mission has never been more relevant. Swift now has a presence in 200+ countries and legal territories to serve a community of more than 12,000 banks and financial institutions.
Job Summary
Manage the delivery of technical support to ensure customer satisfaction in accordance with service level agreements (SLA). Oversee incident management, problem management, change management, configuration management, and knowledge management processes. Monitor and report on performance against SLA's. Ensure continuous improvement of technical support services through regular review of processes and procedures.
Responsibilities
• Provide leadership and direction to the frontline monitoring.
• Develop and implement strategies for improving efficiency and effectiveness of technical support services.
• Collaborate with other departments within the organization to ensure alignment of technical support with overall business objectives.
• Identify opportunities for automation, improvement or consolidation of technical support tasks.
• Manage relationships with internal partners providing technical support services.
• Stay informed about industry trends and best practices related to technical support.
• Assist in the development of training programs for technical support staff.
• Identify local and global team training and skill building requirements, identify and organize necessary trainings
• During problem situations provide guidance to frontline staff, communicate complex investigation with diverse group of technical experts, provide timely communication to wide audience within Swift and perform timely escalations
• Actively promote cross skilling within the team to ensure existing and new team members are multi-service certified and able to practically monitor each of these services
Qualifications
• Bachelor’s degree in computer science, information technology, or related field.
• Minimum of 5 years experience managing technical support teams.
• Proven ability to deliver high quality technical support services within budgeted costs and timeframes.
• Strong understanding of ITIL framework and methodologies.
• Excellent communication skills and ability to effectively present ideas and concepts.
• Ability to motivate and inspire direct reports and other stakeholders.
• Knowledge of relevant technologies such as cloud computing, artificial intelligence, and cybersecurity.
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. A diverse and inclusive environment in which everyone’s voice counts and where you can reach your full potential.
If you believe you require a reasonable accommodation to participate in the job application or interview process, please contact us to request accommodation.
Don’t meet every single requirement? At Swift, we are dedicated to building a workplace where people can bring their full selves and ideas to the team, so if you are excited about this role, we encourage you to apply even if you do not meet every single qualification.
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What We Do
SWIFT is a global member-owned cooperative and the world’s leading provider of secure financial messaging services.
We provide our community with a platform for messaging and standards for communicating, and we offer products and services to facilitate access and integration, identification, analysis and regulatory compliance.
Our messaging platform, products and services connect more than 11,000 banking and securities organisations, market infrastructures and corporate customers in more than 200 countries and territories.
SWIFT also brings the financial community together – at global, regional and local levels – to shape market practice, define standards and debate issues of mutual interest or concern.
For more information, visit www.swift.com or follow us on Twitter: @swiftcommunity
