Support Manager

The Support Manager serves as the primary point of contact for Avaloq clients in the APAC region, ensuring effective resolution of product-related issues, proactive escalation management, and end-to-end oversight of service level agreement (SLA) performance.

This role is also responsible for delivering first-level support for internal tools, managing user access requests in line with strict security and compliance standards, and maintaining operational readiness through audit and compliance activities. In addition, the Support Manager oversees global on-call support coverage, providing leadership during critical incidents to ensure continuous 24/7 system availability.

This position operates under a hybrid work model, requiring two days per week in the office.

Key Responsibilities:

• Serve as primary client contact for all support matters, leading regular performance reviews and ensuring high satisfaction and SLA adherence
• Manage end-to-end incident and issue resolution, coordinating with internal teams to drive rapid escalation and closure of critical issues
• Deliver first-level support for Avaloq tools, including user access enablement, access control management, and secure remote database access governance
• Maintain audit and compliance integrity through regular housekeeping activities, token management, and compliance reporting
• Support on-call operations, including acting as Manager in charge, as needed, during critical incidents and providing expert guidance to clients on support processes and tools

 

• Bachelor’s degree in Computer Science, Information Systems, or related field (or equivalent experience)
• Experience in managing client accounts or client-facing roles
• Excellent communication and problem solving skills
• Strong leadership and prioritization skills under time-sensitive conditions
• Strong organizational skills with attention to audit and compliance procedures
• Strong knowledge of the banking industry, including financial products, processes, and terminology
• Proficiency in Microsoft Office Suite; intermediate MS Excel skills for reporting and analysis
• Proficiency in SQL for data queries and access validation
• Familiarity with JIRA and Confluence
• Willingness to work in a hybrid setup (2 days in-office per week)
• Ability to work during holidays on a rotational basis.

It would be a real bonus if you have:

• Experience with Power BI for reporting and dashboard creation
• Software development experience
• Experience in access management and security controls
• ITIL certification

We realize that managing work life balance is a challenge we all face in our daily lives and in order to support with this we are pleased to offer hybrid and flexible working for most of our Avaloqers to maintain work life balance and still continue our fantastic Avaloq culture in our global offices. 

In Avaloq we are proud to embrace diversity and understand the success of our business is built on the power of different opinions, we are whole heartedly committed to fostering an equal opportunity environment and inclusive culture where you can be your true authentic self. 

We hire, compensate and promote regardless of origin, age, gender identity, sexual orientation or any other fantastic traits that make us all unique, we have done our best to write this advert in an inclusive and neutral way. 

Please be aware that we will not accept speculative CV submissions for any of our roles from recruitment agencies, and any unsolicited candidate submissions will be exempt from any payment expectations.  

 

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