Senior Cloud Support Specialist

1 week ago

Southwestern Ontario, Canada Jobs via Dice Full time

Job Title: Senior Cloud Support Specialist Contract Duration: 9+ months Location: Waterloo, ON (Hybrid 3 days a week in office) Top Skills: Minimum 5 years experience in Tech Support role. Ideally experience supporting financial services clients, strong knowledge of payment processes. Opportunity As a Senior Cloud Support Specialist, you will represent the organization in client‑facing activities for the Financial Hub platform, ensuring service excellence through onboarding, certification and resolution of complex technical and operational issues. Key Responsibilities Serve as single point of contact for all platform service requests. Deliver 2nd/3rd level technical support covering functionality, troubleshooting and usage. Conduct root‑cause analysis for recurring issues and implement preventative measures. Act as escalation point for high‑priority incidents, ensuring timely resolution and communication. Monitor applications, alerts and connections to maintain transaction reliability. Perform functional testing prior to production release, ensuring compliance with client requirements. Apply ITSM practices (Incident, Problem, Change Management) for consistent support delivery. Coordinate onboarding, testing and certification directly with clients and vendors. Maintain documentation and knowledge‑base articles while contributing to continuous improvement initiatives. Ensure compliance with SLAs and escalation procedures. Essentials Bachelor’s degree in Computer Science or equivalent professional experience. Minimum 5 years in IT, ideally within financial services technology. Strong ability to resolve complex issues under pressure. In‑depth understanding of AP/AR processes, payment workflows and reconciliation. Proven experience in domestic and international payment processing with regulatory compliance. Proficiency in SWIFT iso15022/20022 standards and related formats. Hands‑on exposure to TMS, ERP systems and payment gateways. Excellent communication skills, able to simplify technical details for clients. Strong problem‑solving, prioritization and multitasking skills. Preferred Knowledge of trade and post‑trade processes (equities, fixed income, ETFs, fund orders). Experience with asset financing and treasury management practices. Familiarity with automation tools for AP/AR (cash flow forecasting, liquidity management, intercompany funding, banking relationships). Willingness to work on a shifting schedule. Additional Summary Seniority level: Mid‑Senior level Employment type: Contract Job function: Other Industries: Software Development #J-18808-Ljbffr

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