Senior Service Specialist

Overview

Senior Service Specialist in the Trade Finance Lab, providing Level 2/Level 3 production support for business-critical Trade Finance applications, acting as subject-matter expert on Trade Finance products and vendor platforms, and supporting integration, implementation and rollout of solutions.

What you'll do

• Provide Level 2/Level 3 application production support for critical business applications.
• Monitor production systems, applications, interfaces, and batch processes to ensure optimal performance.
• Investigate and resolve production incidents, service requests, and problem tickets within agreed SLAs.
• Perform root cause analysis (RCA) and implement preventive measures to reduce recurring issues.
• Coordinate with development, infrastructure, database, and business teams during incident resolution.
• Execute application deployments, releases, and configuration changes following change management procedures.
• Support application maintenance activities, including patches, upgrades, and performance tuning.
• Analyze system logs, application errors, and database issues to identify and resolve defects.
• Develop and maintain support documentation, runbooks, knowledge articles, and operational procedures.
• Participate in on-call support and major incident management activities.
• Ensure compliance with security, audit, and regulatory requirements.
• Identify opportunities for process automation and operational efficiency improvements.
• Act as subject-matter expert for Trade Finance applications and vendor platforms used within the Lab.
• Provide deep functional and technical understanding of Trade Finance products, workflows, and lifecycle.
• Support feature teams with application-level guidance, configuration decisions, and functional design input.
• Support platform modernization and simplification initiatives.
• Work closely with engineering teams to ensure customisations align with platform standards and upgrade paths.
• Review vendor upgrade impacts and ensure custom components remain compatible and supported.
• Support integration of Trade Finance platforms with upstream and downstream systems.
• Work with engineering and integration teams on API-based and message-based integrations.
• Support implementation activities across environments (DEV, TEST, UAT, PROD).
• Play a key role in production cutover, rollout planning, and go-live support.
• Support rollout of Trade Finance solutions across regions and new business entities.
• Coordinate with technology, operations, and business stakeholders during launches.
• Support onboarding of new clients, products, and features onto Trade platforms.
• Ensure solutions are deployed in line with agreed functional, operational, and compliance standards.
• Configure Trade Finance application modules, workflows, and product features.
• Manage client onboarding, parameter setup, rules configuration, and entitlements.
• Work closely with platform and DevOps teams to ensure environment readiness.
• Troubleshoot configuration, integration, and functional issues across environments.
• Contribute to functional design and decision forums.
• Collaborate with architects, product owners, and engineers to shape workable solutions.
• Defend recommendations and design decisions at senior design and architecture forums.
• Mentor and support colleagues through knowledge sharing and product walkthroughs.
• Build strong relationships with senior stakeholders to influence adoption and delivery.
• Continuously improve application usage, rollout practices, and configuration standards.

What you'll need

• Experience supporting enterprise applications in production environments.
• Strong understanding of incident, problem, and change management processes.
• Knowledge of SQL and database troubleshooting.
• Familiarity with Linux/Unix and Windows operating systems.
• Experience with application monitoring tools such as Splunk, Dynatrace, AppDynamics, ELK, Grafana, or similar.
• Understanding of APIs, web services, and integration platforms.
• Basic scripting knowledge (Shell, Python, PowerShell, or Java).
• Strong analytical and problem-solving skills.
• Excellent communication and stakeholder management abilities.
• Ability to work under pressure during critical incidents.
• Strong attention to detail and commitment to service quality.
• Effective collaboration across technical and business teams.
• Strong experience working with Trade Finance platforms and products.
• Deep understanding of one or more of the following solutions: Finastra Trade Innovation; Finastra Corporate Channels; Demica ClearTrade / ClearEye / Creadable.
• Functional knowledge of Trade Finance modules: Letters of Credit (LCs), Guarantees, Undertakings, Collections.
• Functional knowledge of Supply Chain Finance and Open Accounts.
• Experience supporting application integration, implementation, and production rollout.
• Ability to work closely with engineers on custom development and integrations.
• Strong analytical skills to review requirements and shape practical solutions.
• Comfortable operating across business, technology, and operations teams.
• Clear communicator able to explain complex product behaviour and design decisions.
• Confident working with senior stakeholders and cross-functional teams.
• Delivery-focused mindset with strong ownership and accountability.
• Proactive, adaptable, and continuously learning.

Nice to have

• Experience with cloud platforms (Azure, AWS, or GCP).
• Knowledge of DevOps and CI/CD tools.
• Experience with multi-region or multi-entity Trade Finance rollouts.
• Exposure to platform modernization or vendor replacement initiatives.
• Understanding of regulatory, compliance, and operational risk considerations.
• Experience working within large financial services organisations.

Details

• Location: Hyderabad.
• Work mode: Hybrid.
• Participation in on-call support is required.