Expert Support Consultant

Job description

Who are we? At Finastra, we’re a global leader in financial services software, dedicated to expanding access to financial services and shaping what’s next for the industry. Our technology powers mission‑critical solutions across Lending, Payments and Universal Banking, supporting over 7,000 customers, including 80% of the world’s top 50 banks, in more than 110 countries. Join Us and Make an Impact Step into a role where your expertise truly matters. As an Expert Support Consultant, you’ll be at the heart of our Universal Banking Support team, ensuring the stability and performance of business‑critical banking systems used every day by millions of end users. This is a customer‑facing L2 production support role, ideal for someone who enjoys diagnosing issues in live environments, working closely with bank clients, and seeing problems through to resolution. If you’re motivated by problem‑solving, ownership, and real‑world impact, this role offers visibility, responsibility, and growth. What You’ll Do Act as a functional and technical expert for our Universal Banking platform in live production environments Investigate, analyse, and resolve L2 production issues, including log analysis, scenario replication, and solution validation Own customer cases end‑to‑end, ensuring clear communication, SLA awareness, and timely resolution Collaborate with Development and Product teams, providing structured analysis and escalating validated defects where required Test fixes and configuration changes before customer delivery to ensure stability and prevent regression Build trusted relationships with banking clients through clear updates and effective expectation management Work flexibly to support customer needs, including shift or on‑call coverage aligned to production support requirements What You Bring Functional experience in retail banking, universal banking, or payments Hands‑on exposure to production support environments Experience with application servers such as WebSphere, WebLogic, or JBoss Knowledge of relational databases (Oracle, DB2, MSSQL) for investigation and analysis Working knowledge of UNIX/Linux commands and basic scripting Familiarity with Core Java concepts (for analysis and troubleshooting, not development‑heavy work) Strong communication skills and a customer‑first mindset Structured, analytical approach to diagnosing and resolving issues Nice to Have Experience supporting core banking or financial services platforms Background in IT, Computer Science, or a related technical field Comfort working with global, cross‑functional teams Why You’ll Love Working Here Work directly with high‑profile banking clients on real, meaningful production challenges Grow your functional and technical expertise within a global banking technology organisation Be part of a collaborative, supportive team where ownership and accountability are valued Benefit from hybrid working, flexibility, and clear career progression Ready to Make a Difference? If you’re driven by problem‑solving, customer impact, and continuous learning, we’d love to meet you. Apply today and join a team where your expertise keeps banks running. We are proud to offer a range of incentives to our employees worldwide. These benefits are available to everyone, regardless of grade, and reflect the values we uphold: · Flexibility: Enjoy unlimited vacation, based on your location and business priorities. Hybrid working arrangements, and inclusive policies such as paid time off for voting, bereavement, and sick leave. · Well-being: Access Confidential one-on-one therapy through our Employee Assistance Program, find support from our network of Wellbeing Champions and Gather Groups, and a calendar of monthly events and initiatives designed to help you thrive - Inside and Outside of work. · Medical, life & disability insurance, retirement plan, lifestyle and other benefits* · Sustainability: Benefit from paid time off for volunteering and donation matching. · DEI: Participate in multiple DE&I groups for open involvement (e.g., Count Me In, Culture@Finastra, Proud@Finastra, Disabilities@Finastra, Women@Finastra). · Career Development: Access online learning and accredited courses through our Skills & Career Navigator tool. · Recognition : Be part of our global recognition program, Finastra Celebrates, and contribute to regular employee surveys to help shape Finastra and foster a culture where everyone is engaged and empowered to perform at their best. *Specific benefits may vary by location. At Finastra, each individual is unique, bringing their own ideas, thoughts, cultural beliefs, backgrounds, and experiences together. We learn from one another, embrace and celebrate our differences, and create an environment where everyone feels safe to be themselves. Be unique, be exceptional, and help us make a difference at Finastra!