Support Manager

Makati City, Metro Manila
Permanent
Full-time

17 days ago

Company DescriptionFounded and headquartered in Switzerland, Avaloq is continuously expanding its global footprint with around 2,500 colleagues in 12 countries, and more than 160 clients in 35 countries. We are an industry-leading provider of wealth management technology and services for financial institutions around the world, including private banks and wealth managers, investment managers, as well as retail and neo banks. Our research led approach and continual innovation is powered by the passion and creativity of our colleagues.We are always looking for talented people to join us on our mission to orchestrate the financial ecosystem and democratize access to wealth management. Avaloq offers the opportunity to work closely with some of the world's leading financial institutions as we jointly develop and shape careers. Championing a collaborative, supportive and flexible work environment empowers our colleagues to reach their full potential.Job DescriptionThe Support Manager is responsible for providing first-level support for the company's internal tools, including issue triaging, troubleshooting, and user enablement. A key aspect of the role is managing access control for both internal and external users, ensuring that permission requests are handled efficiently and securely.In addition, the role includes responsibility for executing regular housekeeping activities aligned with audit policies and compliance procedures, maintaining the integrity and security of systems. The Support Manager also oversees the global OnCall support rotation, ensuring reliable, around-the-clock coverage for critical systems.This position follows a hybrid work arrangement (2 days per week in-office) and a shift schedule to support the Zurich time zone. The Support Manager may also be assigned a customer account, acting as the primary contact for all tools-related support, coordination, and escalation management.Key Tasks:

Provide first-level support for internal tools.
Manage access control processes for internal and external users, including onboarding, offboarding, and permissions updates.
Ensure timely resolution of support tickets and escalate issues as needed.
Perform regular housekeeping tasks (e.g., user audits, cleanup of inactive accounts, permissions reviews) to comply with internal audit requirements.
Oversee and schedule the company's global OnCall rotation, ensuring continuous support coverage.
Collaborate with IT, Security, and DevOps teams to maintain tool availability, performance, and compliance.
Maintain and improve documentation, support guides, and user knowledge bases.
May be assigned to manage a customer account and act as the primary contact for all tools-related support, coordination, and escalation management.

Qualifications

Bachelor's degree in Computer Science, Information Systems, or related field (or equivalent experience)
Proficiency in SQL for data queries and access validation
Familiarity with JIRA and Confluence
Experience in access management and security controls
Strong organizational skills with attention to audit and compliance procedures
Ability to work on a Zurich shift schedule with DST adjustments
March to October: 3:30pm to 12:30am
October to March: 4:30pm to 1:30am
Ability to work during holidays on a rotational basis.
Willingness to work in a hybrid setup (2 days in-office per week)
Experience in managing customer accounts or client-facing roles is a plus
Excellent analytical, troubleshooting, and communication skills
Strong leadership and prioritization skills under time-sensitive conditions

It would be a real bonus if you have:

Experience with Power BI for reporting and dashboard creation
Familiarity with Power Automate or similar workflow automation tools

Additional InformationWe realize that managing work life balance is a challenge we all face in our daily lives and in order to support with this we are pleased to offer hybrid and flexible working for most of our Avaloqers to maintain work life balance and still continue our fantastic Avaloq culture in our global offices.In Avaloq we are proud to embrace diversity and understand the success of our business is built on the power of different opinions, we are whole heartedly committed to fostering an equal opportunity environment and inclusive culture where you can be your true authentic self.We hire, compensate and promote regardless of origin, age, gender identity, sexual orientation or any other fantastic traits that make us all unique, we have done our best to write this advert in an inclusive and neutral way.Please be aware that we will not accept speculative CV submissions for any of our roles from recruitment agencies, and any unsolicited candidate submissions will be exempt from any payment expectations.#LI-Hybrid

Avaloq

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