Summary

- Handle the Run activity (enhancements and projects) on the IT systems used for the Trade Finance business line

- Provide level 1 & 2 technical support on applications in this perimeter.

- Works on alternative shifts (including morning from 04:30 AM to 01:30 PM IST, and evening from 11:00 AM to 09:00 PM IST + night on call), assuring the first level of contact for incidents and demands of all applications and data in this perimeter.

- Close and strong relationship with HO teams for escalation and support and with the vendor when required.

Roles and Responsibility :

Application Support & Incident Management

- Provide Level 1 IT support for Trade Finance applications mainly on the Finastra platform (Fusion Trade Innovation)

- Log, track and manage incidents and service requests through the ticketing system (ServiceNow, Jira)

- Perform first-line troubleshooting for issues related to LC, Collections, Guarantee and Billing modules

- Escalate unresolved or complex issues to Level 2/Level 3 support teams with proper documentation

- Monitor system alerts and queues to ensure timely resolution within SLA

Transaction & System Issue Resolution

- Investigate and resolve functional issues related to:

- Letters of Credit (Import/Export LC)

- Documentary & Clean Collections

- Bank Guarantees & Standby LC

- Assist users in resolving data entry errors, workflow stuck issues and system exceptions on Finastra

- Perform basic data extraction and/or fixes and transaction corrections following approved procedures

User Support & Communication

- Act as the first point of contact for business users and operations teams experiencing system issues

- Provide guidance to end-users on Finastra tool navigation and functionality





- Communicate clearly on incident status, workarounds and resolution timelines

- Maintain a positive and professional relationship with stakeholders across operations and IT teams

- Monitoring & Reporting

- Track and report on open incidents, recurring issues and SLA breaches

- Contribute to daily/weekly operational health reports

- Identify patterns in recurring issues and flag them for permanent fix or problem management

- Contribute for monitor improvement of batch processing, end-of-day jobs and interfaces related to trade finance modules, as a continuous improvement

- Documentation & Knowledge Management

- Maintain and update runbooks, Standard Operating Procedures and troubleshooting guides

- Document resolutions accurately in the ticketing system to build a knowledge base

- Assist in the creation of user guides and FAQs for common issues (increasing the level 0)

- Change & Release Support

- Assist in UAT (User Acceptance Testing) for Finastra patches, upgrades and new releases

- Support deployment activities during/after release under guidance of senior team members

- Validate post-release system behavior for LC, Collections and Guarantee

Skills :

- Bachelor/Master Information Technology-related degree

- Advanced knowledge of Finastra's Fusion Trade Innovation

- Min. 5 years of experience of technical support in a Financial institution as a Business Analyst supporting middle and back-office trade finance operations in a financial institution

- Proficiency in Structured Query Language (SQL) programming

- Valuable business understanding of the trade finance and commodity trade finance business

- Good communication skills, availability, autonomy, and rigor

📌 Associate - Global Finance Application Support – ITSM (BA Support) (Bengaluru)
🏢 TRIGENT SOFTWARE PRIVATE
📍 Bengaluru