Specialist - Technology Support, Wholesale Banking Technology

ROLE PURPOSE:

The Wholesale Banking Technology Support Specialist is a client-facing, hands-on techno-functional role responsible for executing technical onboarding, integration support, and issue resolution for corporate clients interacting with the bank’s Wholesale Banking platforms. Operating within a centralized support pool, the role focuses on delivering consistent, high-quality execution across multiple clients, ensuring seamless integration, efficient onboarding, and timely resolution of technical issues. The Specialist combines strong technical expertise in system integrations (H2H, APIs, file-based connectivity), working knowledge of corporate banking processes, and the ability to communicate effectively with client technical teams. While actively engaging with clients, the role operates under the direction of the Client Support Lead for overall client management and escalation handling. This is a critical execution role contributing directly to client experience, onboarding efficiency, and operational stability of corporate banking integrations.

What You Will Do:

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