YOUR ROLE
Role Purpose
Provide first-level functional and technical support for the Temenos T24 core banking system. The role focuses on initial incident handling, monitoring, and ensuring smooth day-to-day operations by resolving basic issues and escalating complex cases to L2 teams.
Key Responsibilities
Incident and Service Request Management
Handle L1 incidents and service requests logged by users or monitoring tools
Perform initial analysis and troubleshooting using available logs, dashboards, and standard procedures
Resolve routine issues such as user access, data queries, and minor configuration problems
Escalate complex incidents to L2 teams with proper documentation and analysis
Ensure timely updates and closure of tickets in ITSM tools
Application Support
Provide support for core T24 modules such as Customer, Accounts, Deposits, and Payments
Assist users with system usage, basic queries, and error resolution
Perform standard data checks and validations
Support routine configuration tasks based on predefined procedures
Ensure accurate data entry and system usage compliance
YOUR PROFILE
Batch and System Monitoring
• Monitor daily batch processes including COB, EOD, and BOD cycles
• Identify and report job failures, delays, or system abnormalities
• Perform first-level recovery actions based on runbooks
• Escalate unresolved batch issues to L2 teams
Interface Monitoring
• Monitor interfaces between T24 and external systems
• Identify and log interface failures or message errors
• Perform basic reprocessing where procedures exist
• Coordinate with L2 or integration teams for issue resolution
Change and Release Support
• Support L2 teams during deployments and release activities
• Execute basic validation and post-release checks




• Follow change management procedures and documentation standards
Collaboration and Coordination
• Work closely with L2 teams for issue escalation and resolution
• Coordinate with business users for issue clarification and updates
• Maintain effective communication during incidents and outages
Monitoring and Documentation
• Monitor system health using dashboards and alerts
• Maintain accurate ticket updates and documentation
• Follow SOPs, runbooks, and knowledge base articles
• Contribute to knowledge base by documenting frequently occurring issues
Skills and Qualifications
Technical Skills
• Basic understanding of Temenos T24 modules and functionality
• Familiarity with logs, batch processes, and issue tracking
• Basic knowledge of databases (Oracle/MSSQL) for querying
• Exposure to ITSM tools (ServiceNow, Jira, etc.)
Banking Knowledge
• Basic understanding of banking operations such as accounts, payments, and customer lifecycle
• Awareness of core banking processes
Soft Skills
• Strong analytical and problem-solving skills
• Good communication and coordination abilities
• Ability to work in a fast-paced support environment
• Willingness to learn and take ownership
Experience
• 1 to 3 years of experience in application support or banking systems
• Exposure to T24 or any core banking system is preferred
• Experience in production support or 24x7 environments is an advantage
Education and Certifications
• Bachelor's degree in IT, Computer Science, or related field
• ITIL foundation certification is an advantage
• T24 training or exposure preferred
Working Conditions
• Willingness to work in shifts aligned with banking operations
• Availability for on-call support during critical incidents

📌 Support Engineer (Italia)
🏢 Adesso
📍 Italia