Job Description

Job Purpose

ICBC Standard Bank requires a hands-on Senior Support Analyst who is a subject ‑ matter expert responsible for providing advanced technical support for communications compliance platforms.

The role supports critical compliance services used in regulated environments, providing deep troubleshooting capability, incident leadership, and trusted customer engagement across capture, record keeping and surveillance platforms for voice, mobile, and digital communications channels.

Key Responsibilities

• Provide 2nd / 3rd ‑ line technical support for the bank’s communication capture and surveillance solutions across production and non ‑ production environments.
• Perform root cause analysis for ingestion failures, capture latency, missing records, and degradation of service.
• Lead technical responses to P1 / P2 incidents, including coordination across vendors and internal infrastructure teams.
• Troubleshoot end ‑ to ‑ end call recording flows including across in scope channels.
• Investigate partial or failed recordings and present findings to stakeholders in a structured and logical manner.
• Manage upgrades, configuration changes, and feature enablement.
• Troubleshoot issues related to onboarding of new users to in scope channels on corporate devices.
• Monitor and assist with the resolution capture gaps impacting regulatory completeness obligations.
• Understand and troubleshoot agents and connectors for channel specific issues.
• Support integration with downstream archives, supervision tools, or eDiscovery platforms.
• Liaise with vendors on their platform specific issues and manage them to a resolution.
• Act as a technical escalation point for clients and internal service teams.
• Communicate complex technical issues clearly to compliance and technology stakeholders.
• Participate in post ‑ incident reviews and service improvement actions.
• Provide guidance on platform behaviour, limitations, and best ‑ practice configurations.
• Create and maintain: Technical runbooks, incident troubleshooting guides and similar knowledge management articles.
• Provide input into monitoring, alerting, and observability improvements.
• Support audits, regulatory queries, and evidence requests as required.

Preferred Qualifications and Experience

• Strong experience in enterprise application or platform support (2nd / 3rd line).
• Proven troubleshooting capability across distributed systems.
• Experience supporting communication platforms.
• Strong understanding of: Logging, metrics, traces.
• Strong understanding of: Incident and problem management.
• Comfortable working in regulated or high ‑ control environments.
• Excellent written and verbal communication skills.
• Familiarity with regulatory record keeping & communication retention requirements.
• Experience of communication surveillance platforms.

Beneficial knowledge/experience

• Prior experience with Smarsh, Bloomberg Vault or similar vendors (e.g. Behavox, NICE, Verint, Global Relay).
• Experience in financial services, trading environments or regulated enterprises

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