Support Manager
Support Manager
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
The Support Manager is responsible for providing first-level support for the companys 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 Responsibilities:
- 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 companys 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 :
- Bachelors 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
Nice to have skills:
- Experience with Power BI for reporting and dashboard creation
- Familiarity with Power Automate or similar workflow automation tools
Additional Information :
We 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
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
