Senior Service Specialist

End Date

Friday 30 October 2026

We Support Flexible Working – Click here for more information on flexible working options

Flexible Working Options

Hybrid Working

Job Description Summary

Role Title: Senior Service Specialist
Location: Hyderabad
Role Type: Hybrid

The Trade Finance Lab plays a critical role in delivering compliant, resilient, and scalable Trade Finance capabilities that enable customers to access working capital on time and support business growth across the Group.
We are looking for a Technical Application Support Specialist with strong Trade Finance product knowledge, hands‑on technical capability, and experience integrating vendor platforms to support solution delivery, modernization, and production rollouts.

The Technical Application Production Support Specialist is responsible for ensuring the stability, availability, and performance of business-critical applications in the production environment. The role involves monitoring applications, troubleshooting incidents, performing root cause analysis, coordinating with development and infrastructure teams, and driving continuous service improvements to minimize downtime and enhance user experience.

This role sits within cross‑disciplinary feature teams, working closely with product owners, engineers, architects, vendors, and business stakeholders to ensure Trade Finance solutions are configured, customised, integrated, and successfully deployed into production.

Job Description

Key Responsibilities

• Provide Level 2/Level 3 application production support for critical business applications.

• Monitor production systems, applications, interfaces, and batch processes to ensure optimal performance.

• Investigate and resolve production incidents, service requests, and problem tickets within agreed SLAs.

• Perform root cause analysis (RCA) and implement preventive measures to reduce recurring issues.

• Coordinate with development, infrastructure, database, and business teams during incident resolution.

• Execute application deployments, releases, and configuration changes following change management procedures.

• Support application maintenance activities, including patches, upgrades, and performance tuning.

• Analyze system logs, application errors, and database issues to identify and resolve defects.

• Develop and maintain support documentation, runbooks, knowledge articles, and operational procedures.

• Participate in on-call support and major incident management activities.

• Ensure compliance with security, audit, and regulatory requirements.

• Identify opportunities for process automation and operational efficiency improvements.

Technical Skills

• Experience supporting enterprise applications in production environments.

• Strong understanding of incident, problem, and change management processes.

• Knowledge of SQL and database troubleshooting.

• Familiarity with Linux/Unix and Windows operating systems.

• Experience with application monitoring tools such as Splunk, Dynatrace, AppDynamics, ELK, Grafana, or similar.

• Understanding of APIs, web services, and integration platforms.

• Basic scripting knowledge (Shell, Python, PowerShell, or Java).

• Experience with cloud platforms (Azure, AWS, or GCP) is desirable.

• Knowledge of DevOps and CI/CD tools is an advantage.

Soft Skills

• Strong analytical and problem-solving skills.

• Excellent communication and stakeholder management abilities.

• Ability to work under pressure during critical incidents.

• Strong attention to detail and commitment to service quality.

• Effective collaboration across technical and business teams.

Trade Finance Application & Product Expertise

• Act as a subject‑matter expert for Trade Finance applications and vendor platforms used within the Lab.

• Provide deep functional and technical understanding of Trade Finance products, workflows, and lifecycle.

• Support feature teams with application‑level guidance, configuration decisions, and functional design input.

• Bring strong product expertise to support platform modernization and simplification initiatives.

• Work closely with engineering teams to ensure customisations align with platform standards and upgrade paths.

• Review vendor upgrade impacts and ensure custom components remain compatible and supported.

Integration, Implementation & Rollout

• Support integration of Trade Finance platforms with upstream and downstream systems.

• Work with engineering and integration teams on API‑based and message‑based integrations.

• Support implementation activities across environments (DEV, TEST, UAT, PROD).

• Play a key role in production cutover, rollout planning, and go‑live support.

Solution Deployment & Business Rollout

• Support rollout of Trade Finance solutions across regions and new business entities.

• Coordinate with technology, operations, and business stakeholders during launches.

• Support onboarding of new clients, products, and features onto Trade platforms.

• Ensure solutions are deployed in line with agreed functional, operational, and compliance standards.

Configuration, Setup & Environment Readiness

• Configure Trade Finance application modules, workflows, and product features.

• Manage client onboarding, parameter setup, rules configuration, and entitlements.

• Work closely with platform and DevOps teams to ensure environment readiness.

• Troubleshoot configuration, integration, and functional issues across environments.

Functional Design & Business Analysis

• Contribute to functional design and decision forums.

• Collaborate with architects, product owners, and engineers to shape workable solutions.

• Defend recommendations and design decisions at senior design and architecture forums.

Collaboration, Mentoring & Continuous Improvement

• Mentor and support colleagues through knowledge sharing and product walkthroughs.

• Build strong relationships with senior stakeholders to influence adoption and delivery.

• Continuously improve application usage, rollout practices, and configuration standards.

Required Skills & Experience

Trade Finance & Product Expertise

• Strong experience working with Trade Finance platforms and products.

• Deep understanding of one or more of the following solutions: 

• Finastra Trade Innovation

• Finastra Corporate Channels

• Demica

• ClearTrade / ClearEye / Creadable

• Functional knowledge of Trade Finance modules: 

• Letters of Credit (LCs)

• Guarantees

• Undertakings

• Collections

• Functional knowledge of Supply chain Finance and Open Accounts

Technical & Delivery Skills

• Experience supporting application integration, implementation, and production rollout.

• Ability to work closely with engineers on custom development and integrations.

• Strong analytical skills to review requirements and shape practical solutions.

• Comfortable operating across business, technology, and operations teams.

Behavioural & Collaboration Skills

• Clear communicator able to explain complex product behaviour and design decisions.

• Confident working with senior stakeholders and cross‑functional teams.

• Delivery‑focused mindset with strong ownership and accountability.

• Proactive, adaptable, and continuously learning.

Optional (Nice to Have)

• Experience with multi‑region or multi‑entity Trade Finance rollouts.

• Exposure to platform modernization or vendor replacement initiatives.

• Understanding of regulatory, compliance, and operational risk considerations.

• Experience working within large financial services organisations.