The Icon Payments Framework (IPF) provides institutions with faster and more cost-effective access to payments through an advanced and highly flexible payments specific platform which seamlessly integrates with core and back-office banking applications.
This is an exciting opportunity to join our growing Client Support team providing exceptional service to our global financial institution clients. The team provides incident and defect management, release packaging and end to end technical support for both applications and SDK solutions. This includes close collaboration with clients’ Engineers, DevOps, and Support teams to diagnose, troubleshoot, and resolve technical issues across diverse system environments.
About you:
Experience working in smaller/start-up organizations with an agile approach to change management.
Clear ownership of problems and the ability to work autonomously to ensure resolution.
Skilled in managing formal incident escalation processes and ensuring governance procedures are followed coupled with a continual service improvement approach.
Excellent communicator, active listener, and natural collaborator.
Experienced with DevOps tools and processes, specifically, Linux, Jenkins, Maven and Git.
Ability to transpose and convey complex technical concepts/issues with simplicity and clarity to technical and non-technical audiences.
Experience managing SLAs, including tracking response and resolution times, reporting on SLA adherence, and addressing potential breaches.
Ability to generate and share performance reports, including incident summaries, root cause analyses, and monthly/quarterly service reviews.
What do our Application Support Engineers do?
Provide client facing support on our payment's solution application. Act as the initial triage point for defects and incidents across differing multiple client infrastructures (server and cloud architectures). Provide end-to-end ownership of technical product issues, including troubleshooting, identification of root cause, and driving issue resolution. Act as the conduit for client application queries and product change requests into Engineering Squads. Ensure accurate release notes communicated to client including deployment steps and configuration changes. Deliver professional customer service whilst performing to agreed Service Level Agreements. Deliver incident summaries, performance metrics, and root cause reports through regular client updates and formal service reviews. Establish deep trusted client relationships to understand how the product is used from an end user perspective and prioritise their requirements/issues. Measure and monitor progress to ensure application releases are delivered on time as required by the client. Experience of using Atlassian Jira and Confluence. DevOps experience - Kubernetes, Docker, AWS and Azure. NoSQL databases such as MongoDB / Cosmos DB. Streaming applications (e.g., Akka, Kafka). Experience driving change and improvements to a Support process/function. About Us
Icon Solutions is a leading specialist provider of services and technology solutions that are simplifying banking transformation. Icon is the past, present and future of payments. With a proven record delivering mission-critical solutions for global institutions, it is driving the next-generation of banking and payments architecture. Icon combines industry-leading domain experts, services, accelerator assets and technology that empower customers to solve problems, fight complexity and embrace change. Icon has applied its payments, technical and integration expertise to create IPF: a low-code, cloud-native, open-source technology platform to accelerate payments transformation. Icon’s clients include leading global banks such as BNP Paribas, HSBC, NatWest and Lloyds Banking Group.
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Provide client facing support on our payment's solution application. Act as the initial triage point for defects and incidents across differing multiple client infrastructures (server and cloud architectures). Provide end-to-end ownership of technical product issues, including troubleshooting, identification of root cause, and driving issue resolution. Act as the conduit for client application queries and product change requests into Engineering Squads. Ensure accurate release notes communicated to client including deployment steps and configuration changes. Deliver professional customer service whilst performing to agreed Service Level Agreements. Deliver incident summaries, performance metrics, and root cause reports through regular client updates and formal service reviews. Establish deep trusted client relationships to understand how the product is used from an end user perspective and prioritise their requirements/issues. Measure and monitor progress to ensure application releases are delivered on time as required by the client. Experience of using Atlassian Jira and Confluence. DevOps experience - Kubernetes, Docker, AWS and Azure. NoSQL databases such as MongoDB / Cosmos DB. Streaming applications (e.g., Akka, Kafka). Experience driving change and improvements to a Support process/function. About Us
Icon Solutions is a leading specialist provider of services and technology solutions that are simplifying banking transformation. Icon is the past, present and future of payments. With a proven record delivering mission-critical solutions for global institutions, it is driving the next-generation of banking and payments architecture. Icon combines industry-leading domain experts, services, accelerator assets and technology that empower customers to solve problems, fight complexity and embrace change. Icon has applied its payments, technical and integration expertise to create IPF: a low-code, cloud-native, open-source technology platform to accelerate payments transformation. Icon’s clients include leading global banks such as BNP Paribas, HSBC, NatWest and Lloyds Banking Group.
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