Specialist - Technology Support, Wholesale Banking Technology

Job Description

Execute Client Onboarding & Integration

• Support end-to-end execution of technical onboarding for corporate banking clients
• Configure and validate client connectivity setups (H2H, APIs, file-based integrations, SWIFT where applicable)
• Perform validation of file formats, data mappings, and processing flows
• Support user acceptance testing (UAT), certification, and go-live readiness
• Ensure smooth handover from onboarding into steady-state support

Provide Client-Facing Technical Support

• Act as a direct point of technical contact for clients on assigned cases and onboarding activities
• Communicate clearly with client IT teams on integration setup, issue diagnosis, and resolution progress
• Provide structured updates, explain technical findings, and support resolution discussions
• Offer practical, execution-level recommendations (e.g., file adjustments, integration fixes) within defined scope

Perform Hands-On Integration Troubleshooting

• Investigate and resolve issues across integrations, including payments, collections, reporting, and other corporate banking services
• Analyze file exchanges (e.g., ISO 20022, SWIFT MT, CSV), API interactions, and data flows
• Perform root cause analysis using logs, system outputs, and transaction traces
• Work across multiple systems (channels, middleware, core banking, payments platforms) to diagnose issues

Manage Case Execution & Sla Adherence

• Own execution of assigned onboarding cases and support tickets end-to-end Classification: RAKBANK-Internal
• Ensure adherence to defined SLAs, with timely updates and clear status tracking
• Maintain accurate documentation of issues, actions taken, and resolutions
• Escalate complex issues and risks appropriately to the Client Support Lead 5. Coordinate with Internal Teams
• Collaborate with technology, operations, and product teams to resolve client issues
• Follow defined processes for issue routing, dependency management, and resolution tracking
• Support cross-team coordination for integration setups and incident resolution 6. Apply Integration Best Practices
• Execute onboarding and support activities using defined playbooks, templates, and standards
• Ensure adherence to secure connectivity requirements (SFTP, encryption, certificates, VPN where applicable)
• Validate integration patterns and ensure alignment with bank standards 7. Support Documentation & Continuous Improvement
• Maintain onboarding documentation, integration configurations, and support records
• Contribute to improving playbooks, templates, and knowledge base through practical feedback
• Identify recurring issues and suggest improvements to reduce operational friction

What We Are Looking For

• Bachelor’s degree in a relevant field
• 8–10 years of experience in banking technology, preferably within transaction or wholesale banking environments
• Proven hands-on experience with system integrations, including H2H connectivity, APIs, and file-based interfaces
• Experience supporting corporate client onboarding, integration testing, and technical issue resolution
• Strong understanding of file formats and messaging standards (SWIFT MT, ISO 20022/CAMT, CSV, XML)
• Familiarity with secure file transfer and connectivity mechanisms (SFTP, PGP encryption, VPN, certificates)
• Working knowledge of transaction banking domains such as payments, collections, reporting, or liquidity management
• Exposure to multiple banking systems (channels, middleware, core banking, payments platforms)
• Familiarity with UAE payment systems and regulatory environment is an advantage

Core Competencies

• Strong hands-on technical problem-solving skills across multi-system environments
• Ability to analyze integration issues at file, API, and transaction levels
• Clear and structured communication with both technical and business stakeholders
• Ownership mindset at execution level with strong attention to detail
• Ability to manage multiple tasks within a pooled operating model
• Disciplined approach to processes, documentation, and SLA adherence
• Ability to work effectively under pressure during critical incidents
• Collaborative mindset with ability to engage across multiple teams
• Client-facing technical execution role within Wholesale Banking Technology
• Strong focus on integration delivery, onboarding efficiency, and issue resolution
• Operates within a centralized support pool supporting multiple corporate clients
• Key contributor to client satisfaction through high-quality, timely technical execution
• Requires a hands-on, disciplined, and technically strong professional comfortable working in dynamic, client driven environments