Technical support Officer__Second line support (Digital ING Channel Support activities)

 ING Bank Ukraine is looking for a  Technical Support Officer/Second line support (Digital ING Channel Support activities) 

Overall Job purpose

 Acting as a Local process lead for digital ING Channels.

• Participation in the projects and tasks related to the online and connectivity ING Channels (integration with clients’ channels, localization of the channels etc.)
• Assistance in monitoring of availability and proper functioning of the electronic services provided to the clients.
• Setting up technical requirements for ING Channel developments, taking part in testing of ING Channels and in case of change, assistance  in transactional services provided to the clients, implementation and support of transactional products services linked to ING channels.  

Main task & responsibilities:

• Participation in projects and tasks related to the bank channels (integration of ING channels with clients’ channels, localization etc.) as well as analyses and implementation (RFC – Request for Change) of electronic banking and any other new TS (transaction services) related products.
• Participation in performing presentations of Electronic Banking/Channels to clients in cooperation with TS (transaction services) Sales officer, assistance in installation of the systems, providing     trainings to the users.
• Assistance in monitoring of availability of the Electronic Banking/Channels services to the external and internal clients
• Participation in projects of development and implementation of the payment products strategy of Head office and ING Bank Ukraine. Co-operation with Head Office in managing and maintaining of corporate systems.
• Is responsible for maintaining of the record of incidents, problems and solutions related to Channels maintenance, escalates to Head office those problems that can not be solved locally.
• Takes part in the elaboration and support both on technical, legal and compliance side of the new channel related products (either initiated locally or by Head Office).
• Advisory to clients on ING Channels authorization solutions (including complex solutions),  preparation of documentation related to Electronic Banking/Channels set up, further capturing of the data into the systems.
• Facilitation and control over the preparation of Agreements and other forms in the framework of Current Account Agreement, ING Channels, Service related activities and contracts with Head Office. 
• Coordination with operational /support functions service requests that could not be resolved in the 1st line support.
• ·       Ensures (in line with the responsibilities) execution of internal control procedures, related to her/his activities and implementation of internal controls.
• ·       Assures knowledge of general Client Services processes and may act as back up of Client Services employee. 

Specific knowledge:

• Extensive knowledge and longtime experience using and supporting IT specific systems: Microsoft Products (operating systems, office applications), electronic banking systems (on-line client bank systems, host-to-host connectivity channels, SWIFT NET, etc)
• Solid knowledge of network and telecommunication principles, TCP/IP networks and related hardware.
• Ability troubleshooting network and telecommunications problems.
• Preferred basic programming skills, knowledge and experience related to support of Oracle products.
• Knowledge of relevant legislation base in the area of payment services, electronic document turnover. 
• Knowledge of  banking operations and banking activities. 

Qualification, experience requirements:

• Work experience at least 3 years in IT area OR support of banking digital channels OR Second line support experience in the bank
• Work experience related to providing services and support to the clients.
• Experience with working in an international environment will be a plus. 
• Good communication, self-organization and co-operation skills, team-player attitude.
• English language proficiency. 

Work place: Kyiv, Ukraine