Who we are
Founded in 2002, Zafin offers a SaaS product and pricing platform that simplifies core modernization for top banks worldwide. Our platform enables business users to work collaboratively to design and manage pricing, products, and packages, while technologists streamline core banking systems.
With Zafin, banks accelerate time to market for new products and offers while lowering the cost of change and achieving tangible business and risk outcomes. The Zafin platform increases business agility while enabling personalized pricing and dynamic responses to evolving customer and market needs.
Zafin is headquartered in Vancouver, Canada, with offices and customers around the globe including ING, CIBC, HSBC, Wells Fargo, PNC, and ANZ. Zafin is proud to be recognized as a top employer and certified Great Place to Work® in Canada, India and the UK.
What is the opportunity?
Reporting to the Senior Manager, Cloud Support, the Cloud Support Analyst III role is a senior technical position responsible for providing strategic guidance and advanced support to address critical customer needs. You will act as a subject matter expert on Zafin’s SaaS services, leading the resolution of complex technical issues, driving process improvements, and mentoring junior team members. This role requires strong technical skills, customer engagement, and leadership to ensure that Zafin continues to deliver exceptional value and service to its customers.
Mode of Work: Hybrid
What will you do?
- Provide Level 2 support, managing and resolving complex technical incidents and service requests with a high degree of independence.
- Lead critical production outage investigations and provide root cause analyses, ensuring effective communication with customers and internal stakeholders.
- Design and implement automation solutions to streamline support processes and reduce manual efforts.
- Act as a technical escalation point for Level 1 and Level 2 teams, providing mentorship and training as required.
- Collaborate with cross-functional teams, including Product Development and Systems Engineering, to address system design issues and improve platform reliability.
- Perform advanced diagnostic techniques and proactively monitor system performance using tools and frameworks.
- Review and approve change management documentation, leading change management activities for significant updates.
- Lead the creation and enhancement of operational runbooks, customer knowledge bases, and compliance documentation.
- Manage and optimize cloud-based systems, leveraging deep expertise in Azure cloud technologies (e.g., AKS, Azure Container Registry).
- Represent Zafin in customer status and governance meetings, articulating complex technical topics in a clear and professional manner.
What do I need to succeed?
Must have:
- Bachelor’s degree in Computer Science, Engineering, or equivalent experience.
- 5+ years of experience in application support, cloud infrastructure management, or software development.
- Advanced experience with databases, including complex SQL queries for debugging and optimization.
- Deep familiarity with:
- Azure cloud technologies, including AKS, Azure Container Registry, and related tools.
- Software industry methodologies, including ITIL and Agile practices.
- Ticketing systems like Zendesk, ServiceNow, or Jira.
- Exceptional communication skills, with the ability to lead technical discussions and present to diverse audiences.
- Strong problem-solving skills, with a track record of conceptualizing innovative solutions to challenging issues.
Nice to have:
- Azure certifications.
- Experience in financial technology platforms and solutions.
- Proficiency in Java or other programming languages for automation or integration purposes.
- Demonstrated experience in automating and improving operational processes.
What’s in it for you
Joining our team means being part of a culture that values diversity, teamwork, and high-quality work. We offer competitive salaries, annual bonus potential, generous paid time off, paid volunteering days, wellness benefits, and robust opportunities for professional growth and career advancement. Want to learn more about what you can look forward to during your career with us? Visit our careers site and our openings: zafin.com/careers
Zafin welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.
Zafin is committed to protecting the privacy and security of the personal information collected from all applicants throughout the recruitment process. The methods by which Zafin contains uses, stores, handles, retains, or discloses applicant information can be accessed by reviewing Zafin’s privacy policy at https://zafin.com/privacy-notice/. By submitting a job application, you confirm that you agree to the processing of your personal data by Zafin described in the candidate privacy notice.
Top Skills
What We Do
Zafin, the global leader in SaaS cloud-native product and pricing solutions, is a trusted partner to the world’s most customer-centric financial institutions. Zafin’s product and pricing platform empowers banks of all sizes to center their customers, grow relationships and drive revenues.
The Zafin platform separates product and pricing from core processing to accelerate progressive modernization, enable digital transformation and deliver personalization at the relationship level.
A typical Zafin installation integrates easily with most back-end systems and customer-facing channels to increase product and pricing efficiency and agility, drive interest and non-interest income, and deliver a positive ROI—often in one year or less.
