Digital Support Senior Engineer

About Master-Works

Master-Works is seeking a Digital Support, Senior Engineer to join its team. This is a full-time position focused on supporting the organization's corporate digital channels and products.

Role Overview

The Digital Support, Senior Engineer will be responsible for the operational support of the company's digital channels and products. This role involves close collaboration with IT Application Support to ensure efficient investigation, analysis, and resolution of issues. The Senior Engineer will serve as the primary contact for operational issues affecting both business functions and customers, ensuring reliable digital banking operations through strong ownership and structured workflows.

Key Responsibilities

• Support the operations of corporate digital channels and products within the Digital Banking department, collaborating with IT Application Support for issue resolution.
• Provide timely and effective customer service, resolving problems within authority and escalating as necessary.
• Design and maintain workflow processes for banking operations to ensure consistent support delivery.
• Provide daily coverage for operational issues, proactively identifying and resolving customer complaints related to the Digital Banking department.
• Act as the primary point of contact for operational issues, offering timely support to the business.
• Collaborate with the Digital Banking Services (DBS) team to develop and implement best practices for banking operations, including issue reporting and root-cause investigation.
• Prepare accurate and timely reports on issues and resolutions, including root-cause analysis and recommendations.

Qualifications and Experience

• Bachelor's degree in Information Technology or a related field.
• Familiarity with corporate banking products, services, and operations.

Required Skills

• Strong leadership skills with the ability to guide and influence cross-functional teams.
• Strong sense of ownership and accountability for outcomes.
• Proven ability to work effectively as part of a team.
• Self-motivated with the ability to work independently.
• Ability to maintain focus and composure under pressure.
• Strong multitasking abilities across concurrent priorities and issues.
• Excellent judgment and decision-making skills.

Application Process

Candidates who meet the above requirements are encouraged to apply.