Cloud Application Support Specialist (12 Months Contract)

As part of the COO’s Platform and Integration Office within the Business Services team, the Cloud Application Support Specialist is responsible for providing first‑level technical support to the client‑facing front office team.

The role also involves supporting various front office and client‑facing applications.

Main responsibilities include:

• Deliver day‑to‑day 1st or 2nd level technical support for SaaS applications and other front‑officer client‑facing systems.
•  Provide guidance and coaching to team members on troubleshooting, issue isolation, escalation paths, and communication best practices.
• Oversee ticket queue management, ensuring accurate logging, prioritization, and timely resolution of incidents and service requests.
•  Conduct training, briefing sessions, and knowledge‑sharing activities on application features, navigation, and support procedures.
• Responsible for critical, high‑severity, or time‑sensitive incidents, performing issue triage, driving troubleshooting efforts, and coordinating recovery actions.
• Support team members insolating issues and determining when escalation to vendors or internal technical teams is required.
•  Act as the main liaison during major incidents—ensuring clear, timely, and consistent communication across front‑office users, internal IT teams, and vendors.
• Ensure that outages and timely updates are communicated to affected users until service restoration is confirmed.

Work Experience and Requirements

• Minimum of 3 years of experience in system engineering and application support in the Banking/Financial institution.
• Preferred experience of working with vendors & 3rd party service provider for technical customer support in cloud application
• Proficiency in SQL and able to write scripts in Python
• Familiar with SaaS platforms such as Aladdin, Microsoft cloud, or Amazon web
• Able to maintain patience and empathy when dealing with high-pressure situations or demanding users.
• Able to thrives in a fast-paced environment and adapt to complex demands.
• Able to work independently with minimum supervision, he/she is also detail in work and delivery focused.
• The candidate will demonstrate ability to work confidently and collaboratively with cross-functional stakeholders of varying seniority.

Certifications (Preferred):

• AWS Certified Cloud Practitioner or AWS Solutions Architect – Associate
• Microsoft Certified: Azure Fundamentals (AZ-900).
• ITIL Foundation (for incident/change management best practices).

Education Requirements

• Bachelor’s degree in computer science, IT, or related field.