eBanking IT L3 Support - Consultant

Mission

As an IT Officer dedicated to Level 2 / Level 3 support in the Client Facing area, your primary mission is to support Level 1 support in e-Banking issue identification and resolution. Your mission also encompasses working on tools to ease support and work with the client facing team to ensure the stability, availability and continuous improvement of the Bank’s e Banking platforms (Web and Mobile). You will investigate and resolve complex incidents, coordinate with internal and external stakeholders, and contribute to the reliability and performance of client-facing digital services in a demanding Private Banking environment.

Main duties

•    Provide L2/L3 support for the e‑Banking Web and Mobile platforms, ensuring timely resolution of incidents and service requests.
•    Perform in‑depth technical analysis and troubleshooting across a complex, multi‑tier architecture (front-end, middleware, back-end, interfaces).
•    Analyze, reproduce and deep dive issues using logs, monitoring tools and SQL queries on underlying databases.
•    Act as a point of escalation for the Service Desk and L1 support teams, providing guidance and knowledge transfer.
•    Coordinate with development teams, infrastructure teams and vendors to resolve problems and implement sustainable fixes.
•    Participate in problem management: root cause analysis, documentation of known errors, and definition of workarounds and permanent solutions.
•    Contribute to change management: impact analysis, preparation and validation of changes affecting the e‑Banking platforms.
•    Participate in and sometimes lead testing activities (functional and technical), including regression tests after releases or infrastructure changes.
•    Monitor the health and performance of the e‑Banking platforms, proactively identifying risks and proposing improvements.
•    Ensure that all activities comply with security, data confidentiality and regulatory requirements of Private Banking.
•    Maintain and improve operational documentation (runbooks, procedures, knowledge base articles).
•    Collaborate closely with business teams and front-office to understand client impact and priorities; experience with direct client contact is highly appreciated.
•    Participate in on‑call / standby rotations when required to support business‑critical services. Some week-end activities are possible.

Core competencies
•    Autonomous, reliable, accountable, well‑organized and pragmatic.
•    Strong analytical and problem‑solving skills, with the ability to deep dive into complex technical issues.
•    High sense of service and client orientation; comfortable interacting with demanding internal stakeholders and, when needed, end clients.
•    Strong communication skills, able to explain complex issues in a clear and structured way.
•    Experience and sensitivity regarding security and data confidentiality.
•    Ability to work under pressure, manage priorities and meet deadlines.
•    Team player, collaborative, open‑minded and adaptable.
•    Able to take responsibility and initiatives, propose improvements and challenge the status quo constructively.
•    Integrity of character, discipline and determination.
•    Diplomatic, with the ability to manage conflicts and align different stakeholders.
•    Fluent in English and French; any additional language is a strong plus.

Specific  competencies
•    Solid experience in L2/L3 application support for Web and/or Mobile platforms, ideally in Banking or Financial Services.
•    Good knowledge of relational databases and SQL for querying, analysis and troubleshooting (e.g. MS SQL Server, Oracle, or equivalent).
•    Familiarity with web technologies and architectures (HTTP/HTTPS, REST APIs, reverse proxies, load balancers, certificates).
•    Understanding of mobile application ecosystems (iOS/Android apps, push notifications, app distribution, integration with back-end services).
•    Experience with monitoring and logging tools (e.g. application logs, APM, infrastructure monitoring, dashboards, alerting).
•    Experience with incident, problem and change management tools and processes (e.g. JIRA/ServiceNow or equivalent ITSM tools).
•    Knowledge of CI/CD pipelines and software lifecycle management is an asset.
•    Experience with Unix/Linux and/or Windows server environments for application support is a plus.
•    Awareness of security best practices for internet-facing applications (authentication, authorization, encryption, OWASP concepts).
•    Experience in Private Banking or Wealth Management is a strong plus.
•    Any additional scripting or development skills (e.g. PowerShell, Python, shell scripting, basic API testing) are considered an advantage.

Other Skills/Abilities
•    Swiss residency is mandatory for this position.