Job Description
ABOUT TEMENOS
Temenos is a global leader in banking technology. Through our market-leading core banking suite and best-in-class composable solutions, we are modernizing the banking industry. Banks of all sizes utilize our adaptable technology – on-premises, in the cloud, or as SaaS – to deliver next-generation services and AI-enhanced experiences that elevate banking for their customers. Our mission is to create a world where people can live their best financial lives.
VALUES
Care about transforming the Banking landscape.
Commit to being part of an exciting culture and product evolving within the financial industry.
Collaborate effectively and proactively with teams within or outside Temenos.
Challenge yourself to be ambitious and achieve your individual as well as the company targets.
ABOUT TEMENOS
Temenos powers a world of banking that creates opportunities for billions of people and businesses everywhere. We do this through the pioneering spirit of 7500+ Temenosians who are passionate about making banking better, together.
Temenos enables growth for two-thirds of the world’s top 1,000 banks and 70+ challenger 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 Engineer — Temenos SaaS Tooling and AI Operations will lead Jira platform enhancements and ITIL process automation across the Temenos SaaS customer support environment — extending the Jira Service Management implementation, building integrations between Jira and other internal Temenos systems, automating ITIL workflows (incident, problem, change, request) end-to-end, and building Claude- and MCP-based agents that reduce operational toil, alongside observability and tooling work as a senior AI Operations generalist.
The key responsibilities include:
- Lead Jira Service Management enhancements across the Temenos SaaS customer support environment — workflows, request types, screens, fields, queues, SLAs and customer portals — delivered through configuration-as-code with full review and deployment discipline.
- Design and implement ITIL-aligned process automation for incident, problem, change, request and knowledge workflows, using Jira Automation, JSM Operations playbooks and custom integrations to remove manual work while preserving auditability.
- Build and operate integrations between Jira and other internal Temenos systems — covering data exchange, event-driven automation and supporting CI/CD via Bitbucket Pipelines — with end-to-end observability.
- Extend the ongoing ticket migration tooling — data reconciliation, timestamp backfilling, cross-system linking and post-migration alert configuration — across the remaining customer onboarding queue.
- Build and operate internal Model Context Protocol (MCP) servers and Claude-based agents that support ITIL processes — triage assistance, ticket grooming, communications drafting and knowledge capture — with safety, observability and reviewability built in.
- Manage Jira configuration as code, Jira Automation rules, JSM Operations alert policies, Assets/CMDB and the supporting tooling that keeps configuration drift to zero across multiple Jira instances.
- Contribute to the self-hosted Prometheus, Grafana and OpenTelemetry observability stack and to Prefect-based reporting flows that feed ITIL service-management metrics, dashboards and customer reporting.
- Shadow and learn from SEV-1 and SEV-2 customer incidents — observing how the team diagnoses issues across Azure, Dynatrace and customer infrastructure, how customer communications are produced and how follow-up actions are tracked — and apply those learnings to the tooling, automation and process improvements that better support the business and its customers.
- Provide technical leadership within the small Manila-based team — mentoring peers, raising the bar for production discipline and ITIL-grade process quality, and shaping the team's technical direction.
OPPORTUNITIES
- Join a small, established Temenos SaaS Tooling and AI Operations team in Manila as a lead engineer, with scope to shape the team's technical direction and broaden your leadership over time.
- Work hands-on with Claude, the Anthropic SDK, the Model Context Protocol and modern agent-based patterns as part of your daily toolchain — not as a side project.
- Work across a broad SaaS surface area — Jira platform, internal tooling, AI and agent platform, observability and reporting — with high autonomy and rapid feedback loops.
- Shape the architecture and engineering standards of a high-impact function inside the Temenos SaaS business unit.
- Work on systems that support a diverse base of global banking and digital-bank customers running on Azure, AKS and partner clouds.
REQUIREMENTS
- 6+ years of professional software engineering experience with a track record of shipping production systems you still operate today.
- Deep hands-on Atlassian Jira experience — including Jira Service Management with ITIL request types, workflows, automation rules, queues, SLA configuration, Assets/CMDB and customer portals — across both Jira Cloud and Data Center, ideally at multi-team or multi-customer scale.
- Strong ITIL knowledge — practical application of incident, problem, change, request and knowledge processes, with the judgement to know where automation removes toil and where human judgement still belongs. ITIL v4 Foundation or equivalent practical experience expected.
- Demonstrated process-automation experience — building end-to-end automated workflows that span Jira, MCP/agent tooling and other operational systems, with attention to idempotency, error handling, observability and auditability.
- Hands-on AI and LLM practitioner: you have personally built substantial systems on top of Claude, GPT or open-source models — agents, MCP servers, tool-using assistants, RAG pipelines or structured-output automations.
- Strong Python: comfortable with FastAPI, Prefect, Pydantic, async patterns, package boundaries and real test discipline. Working knowledge of Node.js and TypeScript (for example for Playwright-based UI automation) is a bonus.
- Azure cloud fluency across AKS, App Gateway, Key Vault, Cosmos DB, Functions and identity — able to debug an issue end-to-end across the full request path, not just at the application layer.
- Operational maturity: on-call experience for systems that customers pay for, with production-grade logging, an instinct for failing fast and gracefully, and a preference for fixing forward rather than rolling back.
- Strong written communication: able to write a clear customer comment, an internal post-incident review, a design note and a concise commit message — and to know which audience needs which.
- Based in Manila, Philippines, working Manila business hours. Full English fluency in writing and speech.
SKILLS
- Atlassian Jira ecosystem: Jira Cloud and Data Center, Jira Service Management, Assets/CMDB, Confluence, Jira Automation, JSM Operations, configuration-as-code patterns and the Jira REST API.
- ITIL service-management practice: incident, problem, change, request and knowledge processes, applied at SaaS scale with measurable SLAs.
- Process automation: designing, building and operating multi-system automated workflows (Jira Automation, scripted integrations, MCP/agent-driven flows) with strong testing, observability and rollback discipline.
- Claude, Anthropic SDK, Model Context Protocol (MCP), prompt caching, structured output, evaluation design and agent-based patterns.
- Python (FastAPI, Prefect, Pydantic) as primary language, with working knowledge of Node.js and TypeScript for UI automation (for example Playwright) and front-end work.
- Azure (AKS, Functions, Cosmos DB, Key Vault, App Gateway, ACR), Bitbucket Pipelines, Terraform and Helm.
- Observability with OpenTelemetry, Prometheus, Grafana and Dynatrace, plus cloud cost attribution and FinOps discipline.
- Customer-facing communication discipline: writing executive briefings, escalation responses and post-incident reviews under pressure.
SOME OF OUR BENEFITS include:
Maternity leave: Transition back with 3 days per week in the first month and 4 days per week in the second month
Civil Partnership: 1 week of paid leave if you're getting married. This covers marriages and civil partnerships, including same sex/civil partnership
Family care: 4 weeks of paid family care leave
Recharge days: 4 days per year to use when you need to physically or mentally needed to recharge
Study leaves: 2 weeks of paid leave each year for study or personal development
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