Senior Technical Manager (AA)

ABOUT TEMENOS

Temenos powers a world of banking that creates opportunities for billions of people and businesses everywhere. We have been doing this for over 30 years through the pioneering spirit of our Temenosians who are passionate about making banking better, together.

We serve over 3000 clients from the largest to challengers and community banks in 150+ countries. We collaborate with clients to build new banking services and state-of-the-art customer experiences on our open banking platform, helping them operate more sustainably.

At Temenos, we have an open-minded and inclusive culture, where everyone has the power to create their own destiny and make a positive contribution to the world of banking and society.

THE ROLE

The Senior Technical Manager serves as a key escalation point within the Level 1–Level 3 support model, providing subject-matter expertise across TEMENOS products in both implementation projects and Run operations. With deep knowledge of Transact AA stream and T24 Core, and a proven track record in T24 delivery, the role ensures stability and effectiveness in BAU operations. Operating at the Level 3 support tier, the Senior Technical Manager is accountable for handling day-to-day operational challenges, ensuring timely resolution across all support layers, and contributing to continuous product and process improvements through the Centre of Excellence.

OPPORTUNITIES

• End-to-end ownership of client issues across the Level1–Level3 support model, driving stability in BAU operations and strengthening the escalation framework.
• Provide oversight and guidance to Level 1 service desk consultants in incident logging, ticket triage, and initial troubleshooting, ensuring accurate issue capture and effective use of knowledge base articles and SOPs.
• Mentor Level 2 consultants in functional analysis, RCA preparation, and client communication, ensuring escalations are well-documented, reproducible, and actionable.
• Own complex functional and technical issues at Level 3, conduct deep root cause analysis, drive permanent resolutions, and raise product defects with Temenos Maintenance or Product Engineering where necessary.
• Lead critical incident discussions with clients and partners, coordinating technical resolution and ensuring alignment with operational and business objectives.
• Review and validate customization requirements, functional specifications, and local developments, providing clear guidance to Technical Consultants and supporting UAT for high-impact changes.
• Monitor recurring issues and trends, recommending process improvements and targeted training to reduce repeated escalations.
• Provide ongoing coaching and mentoring to L1 and L2 teams, enhancing overall support capability and ensuring efficient use of the escalation matrix.
• Contribute to the Centre of Excellence by sharing insights from escalation handling, influencing best practices, and driving product and process improvements.

SKILLS

VALUES

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