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April

Operational Service Manager

SWIFT - Sydney, NSW

IT
Source: uWorkin

JOB DESCRIPTION

About the Role
SWIFT provides the platform, messaging, standards, and products & services to over 11.000 customers in more than 200 countries and territories.
Our employees are the foundation of this success. SWIFT has an unique corporate mindset, where diversity, personal development and networking are actively encouraged. And we think you'll like our office culture, built around the way we work to achieve a healthier work/life balance.
If you want to be part of our dynamic, multi-cultural institution with over 2400 employees of 75 nationalities, in 26 offices worldwide, then explore the vast opportunities, rewards and internationally competitive packages that we are waiting for you here at SWIFT.
The Professional Services department is looking for an operational service manager to oversee operational aspects of SWIFT's Solution for the Australian New Payments Platform.

Responsibilities

  • Act as the overall Operational Service Manager for SWIFT's components of the Australian New Payment Platform (NPP) including Mandate Management Service.
  • Act as the overall Operational Service Manager for the internal support tools specific to the NPP including Mandate Management Service.
  • Maintain client relationships and build client satisfaction with designated customers expecting operational excellence at all times.
  • Regularly report and participate in management meetings providing a status overview of the NPP and including Mandate Management Service operations including escalation of issues and activities requiring management attention.
  • Collect and review continuous improvement initiatives from various stakeholders involved in the NPP and Mandate Management Service solution.
  • Generate, review and distribute monthly SLA Reports, including follow up on findings of the report.
  • Works closely with SWIFT Support and Operations on participant and internal issues by means of participating in regular support and operations case review meetings. Analyse trends of reported issues and incidents and propose actions and improvements where needed.
  • Participate in the Defect Management process of NPP, including Mandate Management Service and the Addressing component. Participate in internal and external Change Management Review Board meetings .
  • Participate in the Release Management process of yearly major and minor NPP releases , including Mandate Management Service and Addressing releases, ensuring timely publication of deliverables (Release Letters and software) to NPPA according to the Release Plan.
  • Collect and review both Central and Participant capacity and propose improvements (Documentation, Health Checks)
  • Follow up with Network Vendor Management and Operations on a regular basis to discuss network partner performance and propose changes/improvements.
  • Key responsible for the Incident Management Process of the NPP solution at SWIFT, including ownership and coordination of Critical Problem Reports, Problem Summary and Incident Reports.
  • Key member of the industry Incident Response Group team and participate in IRG meetings representing SWIFT.
  • Identify and drive process and tool improvements.
  • Provide on-call and on-site support and be the escalation point of a 24x7 payment system as required.
Qualifications

Education
  • University degree in Computer Science or IT related fields, or equivalent experience
Experience
  • 7-10 years’ experience within the area of technical support and/or operations, of which at least 5 years within a banking or financial, environment.
Professional Skills
  • Fluent in English, written and spoken.
  • Knowledge of SWIFTNet, SWIFT's interface products, and SWIFT's messaging solutions.
  • Knowledge of SWIFT's solution for Australia's New Payments Platform, Payment Gateway (PAG) and Domestic Messaging Channel (DMC).
  • Experience supporting complex accounts within Customer Support.
  • Experience in supporting and managing market infrastructure (i.e., central bank, stock exchange, clearing house, central securities depository, ...) systems or operations.
  • Excellent communication and coordination skills.
  • Knowledge in various Operating Systems (AIX and Linux), middleware, modern integration techniques and technologies (SOAP, API, XML, IBM MQ, etc).
  • Good knowledge of TCP/IP networking technologies including routers, VPN, firewalls, etc.
  • Good knowledge of database and security technologies
  • Good knowledge of Elastic stack (Kibana and Elasticsearch)
  • Good knowledge of APIs and ecosystem (REST APIs, JSON)
  • Good knowledge of Amazon Web Services and related Cloud services technologies
  • Strong analytical and trouble-shooting skills
Following additional skills are an asset:
  • Team player, willing to work in a multicultural environment.
  • Highly motivated and fast learner with new skills & technology.
  • Stakeholder management skill is essential and able to navigate layers of involved parties.
  • Able to work under pressure, willing to travel as required.
  • Able to breakdown complex tasks.
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. An environment in which everyone’s voice counts and where you can reach your full potential regardless of age, background, culture, colour, disability, gender, nationality, race, religion, or veteran/military status.

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