Support Duty Manager Americas (AM) Position Available In Pinellas, Florida

ABOUT US

We’re the world’s leading provider of secure financial messaging services, headquartered in Belgium. We are the way the world moves value – across borders, through cities and overseas. No other organisation can address the scale, precision, pace and trust that this demands, and we’re proud to support the global economy. We’re unique too. We were established to find a better way for the global financial community to move value – a reliable, safe and secure approach that the community can trust, completely. We’re always striving to be better and are constantly evolving in an ever-changing landscape, without undermining that trust. Five decades on, our vibrant community reflects the complexity and diversity of the financial ecosystem. We innovate diligently, test exhaustively, then implement fast. In a connected and exciting era, our mission has never been more relevant. Swift now has a presence in 200+ countries and legal territories to serve a community of more than 12,000 banks and financial institutions. What to expect In this role you will: Work on a shift schedule, including weekends, and you’ll be eligible for shift allowances in line with local policies. Represent the Voice of the Customer during major incident handling. Create and share Problem Summaries for our Top Tier customers. Serve as the escalation point for Premium Plus customers. Lead a virtual Triage team, assessing and managing incoming cases based on severity and impact. Manage essential support processes and SLAs, continuously seeking ways to enhance and protect the Customer Experience. Collaborate with Product Owners and other stakeholders to implement enhancements. Maintain and enhance Support Tools and help develop best practices and Dashboards. Provide training to support engineers and other stakeholders on key Business flows. Participate in scheduled Swift BC activities during weekends. Build relationships with Duty Managers in other departments like Technology Platform and BD. Act as the point of contact for Senior Management and the Command Centre. What will make you successful? Act decisively and create positive outcomes. Exhibit strong ownership. Possess structured troubleshooting skills. Maintain a can-do attitude, be flexible and confidently voice insights in high-profile situations. Understand Swift products and services, especially business flows. Maintain awareness on new products and services. Build and leverage a network with Swift departments like Products, BD, and Technology Platform. Have experience handling major incidents within Swift. Work well under pressure with a “Right The First Time” mentality. Excel in English business writing. If you’re excited about this opportunity and have any questions, don’t hesitate to reach out to the hiring manager for more details. He’d be happy to help! What we offer We put you in control of career We give you a competitive package We help you perform at your best We help you make a difference We give you the freedom to be yourself We give you the freedom to be yourself. We are creating an environment of unique individuals – like you – with different perspectives on the financial industry and the world. A diverse and inclusive environment in which everyone’s voice counts and where you can reach your full potential. If you believe you require a reasonable accommodation to participate in the job application or interview process, please contact us to request accommodation. Don’t meet every single requirement? At Swift, we are dedicated to building a workplace where people can bring their full selves and ideas to the team, so if you are excited about this role, we encourage you to apply even if you do not meet every single qualification. Swift doesn’t stand still. We are constantly evolving and tirelessly innovating. Working at the intersection of finance and technology is a very exciting place to be right now. Swift is transforming cross-border payments, making them faster and more transparent than ever before. We are the way the world moves value — every instant of every day, in almost every country. We are proud that what we do has a critical impact on the global financial community and touches almost every aspect of the financial world. So, what you do at Swift has real impact too — an impact that matters every day. Which is why you matter to us. Joining Swift gives you unparalleled exposure to knowledge, expertise and technologies. If you have what it takes, you’ll be able to take on different career paths and have the opportunity to work in teams, departments and disciplines in countries around the world. Swift is unique. There is no other organisation like ours in the world driving the long-term future of the financial ecosystem. You’ll be surrounded by bright, customer-focused and intellectually curious people in a collaborative, friendly, open and inclusive environment. At Swift we are trusted every instant. Everything we do has an impact that matters. And as a member of our team, you are trusted to make your impact every day. Interested in working at Swift, but the role you are looking for is not available yet? Please create an account and register for a Job Alert and we will let you know when new jobs matching your career interests become available.