Director, Technical Customer Support

Finastra

**
Global technical support operations
Cloud-first support mindset transformation
Incident and escalation management
** Finastra is seeking a Director of Technical Customer Support to lead their global support operations for the Universal Banking team, focused on transforming customer support for both on-premise and cloud (SaaS) clients. The ideal candidate should have extensive experience in technical support leadership within banking or financial services, along with a passion for innovation and continuous improvement. **

Job Summary

  • Lead the shift from traditional support to a cloud-first mindset, adapting processes and tools to meet evolving customer expectations.
  • Handle all incidents within defined SLAs ensuring that processes support coordinating responses across cross-functional teams, ongoing communication to customers as well as internally and appropriate escalations for incident resolution.
  • Benefit from paid time off for volunteering and donation matching, access online learning and accredited courses, and participate in multiple DE&I groups.

Matching Summary

Match Score: 75

** Finastra is seeking a Director of Technical Customer Support to lead their global support operations for the Universal Banking team, focused on transforming customer support for both on-premise and cloud (SaaS) clients. The ideal candidate should have extensive experience in technical support leadership within banking or financial services, along with a passion for innovation and continuous improvement. **

Skills & Requirements

Must-have

  • Global technical support operations
  • Cloud-first support mindset transformation
  • Incident and escalation management
  • Manage global support teams
  • SaaS/cloud support models
  • Financial services experience

Nice-to-have

  • Continuous improvement and innovation
  • Generative AI in support
  • Cross-functional collaboration
  • High-performance culture

Key Requirements

  • 10+ years progressive leadership roles
  • Experience managing large distributed teams
  • Experience with incident management
  • Familiarity with financial sector compliance

Work Rights

Not specified

Tailored Resume

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