Who are we? At Finastra, we are a dynamic global provider of open finance software solutions, dedicated to expanding access to financial services. Our innovative applications span Lending, Payments, Treasury and Capital Markets, and Universal Banking. Proudly serving over 8,000 customers, including 45 of the world's top 50 banks, we aim to boost financial inclusion for all. Join us and be part of a vibrant company that embraces diverse perspectives, and is committed to doing well by doing good. What will you contribute? We are seeking a dynamic and forward-thinking Director of Technical Customer Support to lead our global support operations for the Universal Banking team. This role is pivotal in transforming our Customer Support model to meet the evolving needs of both on-premise and cloud (SaaS) customers. The ideal candidate will bring a strong background in banking or financial services, experience managing large technical support teams, and a passion for continuous improvement and innovation. Responsibilities & Deliverables: Support Model Transformation Lead the shift from traditional support to a cloud-first mindset, adapting processes and tools to meet evolving customer expectations Define and execute global customer support strategy in alignment with the Business Unit strategy. Incident and Escalation Management 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. Ensure case flow clarity, emergency support readiness, and escalation protocols are well-defined Leadership & Team Management Lead a global team of 30–40 professionals including expansion efforts in strategic locations like Lisbon. Serve as the senior leader on the ground in Lisbon, supporting the build-out of the local team. Foster a high-performance culture focused on accountability, collaboration, and customer satisfaction. Oversee hiring, onboarding, and performance management, with flexibility in working hours due to incident unpredictability. Implementation Support Collaborate with Global Services and Delivery teams to support software installations, upgrades, and issue resolution during implementation. Ensure support cases are logged and tracked effectively, with visibility across internal teams. Ensure efficient and effective handover of implementation projects completed including transition of knowledge and Day 2 items committed to customers. Customer Support Strategy & Execution Oversee support operations for both on-prem and SaaS solutions, ensuring SLAs and KPIs are consistently met. Manage escalations, coordinate cross-functional incident responses, maintain executive-level communication internally and externally during critical events. Governance and Continuous Improvement Standardize and streamline support processes to enhance repeatability, efficiency, and effectiveness. Ensure support operations meet/comply with regulatory, data privacy, and security standards required in the financial sector. Ensure that all risk related procedures and notifications are followed internally. Implement tools and practices that improve case resolution, customer experience, and internal collaboration. Incorporate Generative AI and other innovation methods to enhance support efficiency, self-service capabilities, and proactive issue resolution Stakeholder Engagement Act as a key liaison between support, product, engineering, IT and other internal teams. Collaborate with internal and external stakeholders to align support delivery with business goals. Represent Customer Support function in executive forums and contribute to strategic planning. Qualifications & Experience: Proven experience in a technical customer support leadership role (at least 10yrs of progressive leadership roles), ideally within banking, core banking, or financial services. Strong understanding of SaaS/cloud support models and the ability to lead transformation initiatives. Demonstrated success managing large, distributed teams in a matrix environment. Experience with incident management, metrics-driven performance, and customer escalation handling. Familiarity with compliance, regulatory standards, and the criticality of financial systems. Excellent communication and stakeholder management skills, including executive-level reporting. A continuous improvement mindset with a track record of innovation and process enhancement. Additional Information: Work Hours: Flexibility required to accommodate working with global teams and ability to manage incident response needs. Travel: Occasional travel may be required to other Finastra locations. Preferred Start Date: As soon as possible We are proud to offer a range of incentives to our employees worldwide. These benefits are available to everyone, regardless of grade, and reflect the values we uphold: · Flexibility: Enjoy unlimited vacation, based on your location and business priorities. Hybrid working arrangements, and inclusive policies such as paid time off for voting, bereavement, and sick leave. · Well-being: Access Confidential one-on-one therapy through our Employee Assistance Program, find support from our network of Wellbeing Champions and Gather Groups, and a calendar of monthly events and initiatives designed to help you thrive - Inside and Outside of work. · Medical, life & disability insurance, retirement plan, lifestyle and other benefits* · ESG: Benefit from paid time off for volunteering and donation matching. · DEI: Participate in multiple DE&I groups for open involvement (e.g., Count Me In, Culture@Finastra, Proud@Finastra, Disabilities@Finastra, Women@Finastra). · Career Development: Access online learning and accredited courses through our Skills & Career Navigator tool. · Recognition: Be part of our global recognition program, Finastra Celebrates, and contribute to regular employee surveys to help shape Finastra and foster a culture where everyone is engaged and empowered to perform at their best. *Specific benefits may vary by location. At Finastra, each individual is unique, bringing their own ideas, thoughts, cultural beliefs, backgrounds, and experiences together. We learn from one another, embrace and celebrate our differences, and create an environment where everyone feels safe to be themselves. Be unique, be exceptional, and help us make a difference at Finastra! At Finastra, our team members are the driving force behind everything we do. We’re building an environment where bold ideas thrive, careers flourish, and innovation is a shared journey. Whether you're a recent graduate ready to shape the future or a seasoned professional seeking your next challenge, you’ll play a pivotal role in delivering software solutions that redefine what’s possible in financial services. We believe growth is a shared commitment. That’s why we offer a rich ecosystem of learning—from hands-on training and mentorship to leadership development and industry certifications. You’ll have the freedom to explore new paths, deepen your expertise, and make your mark in a global fintech that’s built for the future. Our career development isn’t just a program—it’s a promise. With access to cutting-edge tools, a culture of collaboration, and a community that champions your success, you’ll be empowered to lead, challenge, and create meaningful change. Because when we grow together, we innovate together—and that’s how we shape what’s next in finance. We offer incredible career opportunities and your work in close collaboration with fantastic colleagues globally to develop and launch innovative software solutions for our customers. There is a huge range of engaging projects where you can get stuck-in and add value whilst taking advantage of our ongoing development opportunities to build and hone your skills in your chosen area. Our perks include paid holidays, flexible working hours, a pension plan, and comprehensive health initiatives. Join us to supercharge your career, collaborate with industry experts, and thrive in a nurturing environment that powers both your professional and personal growth With us, you can grow, innovate, and make a real impact. At Finastra, we are proud of the wide range of incentives and benefits we offer our employees globally, reflecting our core values: doing well by doing good, putting people first, and open opportunities. We go beyond statutory requirements to maximise our offerings, investing in flexible working policies, personal growth opportunities, and well-being programmes. Highlights include our Flexible Vacation Policy, inclusive people policies, hybrid working framework, and comprehensive well-being support through initiatives like the Employee Assistance Program, the wellbeing Champions and our monthly events and initiatives. Additionally, we emphasise sustainability through volunteering time off and donation matching, champion inclusion through multiple employee networks and cultural initiatives, and invest heavily in career and skills development. Recognition of our employees' efforts is integral, with our global recognition platform and regular employee feedback surveys shaping our inclusive and supportive workplace culture At Finastra, we are committed to creating a workplace where you feel valued and respected. We believe this environment drives innovation and we strive to build a team that reflects the varied backgrounds, perspectives, and experiences of our global ecosystem. This philosophy is at the heart of our culture and the way we work.