Senior Technical Support Engineer

🚀 At Hays, we are collaborating with a leading Swiss private banking institution specializing exclusively in wealth and asset management, it serves high‑net‑worth individuals and families worldwide. With a strong international presence across Europe, Asia, the Middle East, and the Americas, it provides tailored investment solutions, advisory services, and long‑term wealth preservation within a highly regulated and client‑centric environment.

🔍 We are currently looking for a Senior Technical Support Engineer to support and maintain core banking systems in a production environment. The role focuses on incident resolution, system stability, and continuous improvement, acting as a key escalation point to ensure high availability and performance of core banking services.

🎯 What are the requirements?

• Bachelor’s degree in Computer Science, IT, or equivalent experience.
• 12+ years of experience in 2nd line technical support, preferably in banking or financial services.
• Some knowledge of Avaloq core banking system.
• Experience with monitoring and logging tools (Splunk, Dynatrace).
• Familiarity with messaging systems such as IBM MQ, Solace or similar.
• Good understanding of ITIL processes (Incident, Problem, Change, Event Management).
• Fluent English (spoken and written); German is a plus.

📊 What will your responsibilities be?

• Act as technical escalation point (L2 support) for Avaloq-related incidents and service disruptions.
• Perform in-depth technical analysis of issues such as interface failures, queue backlogs, and reconciliation mismatches.
• Investigate root causes using logs, database traces and monitoring tools.
• Coordinate fixes with internal teams and vendors.
• Ensure system health and stability through regular checks and proactive monitoring of Avaloq components.
• Maintain and improve runbooks, SOPs, and recovery procedures.
• Drive automation and continuous improvement, reducing incident recurrence and improving system resilience.
• Participate in post‑incident reviews and provide actionable recommendations.
• Ensure compliance with internal policies, regulatory standards and audit requirements.
• Maintain accurate documentation and log activities in ServiceNow or similar tools.
• Support reporting activities by contributing to KPIs, availability metrics and performance reporting.

💼 What do we offer?

• Hybrid work model
• Location: Kirchberg
• Full‑time freelance/permanent contract with Hays.
• Competitive salary depending on experience.