WTS-WS Service Manager (SM) to support Business Units in Singapore and South East Asia branches.
The SM’s primary responsibility is maintaining stability, service and ensuring the availability of technology systems for the user environment. Operationally, the SM will need to provide frontline support, manage projects, procurement, moves/adds/changes, training and communication pertaining to the users’ technology environment. Given the breadth of support of business areas, the SM is required to be able to multi-task across business units.
The SM will manage a team of consultants providing day to day Desktop Technology Support. The SM will manage numerous vendors - to maintain the service quality and performance of the consultants group and ensure desktop related hardware requirements of the BU gets supported.
The SM should be a strong technical discipline leader with an in-depth knowledge of at least one technical discipline and have experience with and a high-level understanding of a wide range of infrastructure system architectures and applications.
The SM will function as an interface for other Technology disciplines to the users, managing and communicating outages, scheduled downtimes, projects, upgrades, and other operational events. This includes ownership of team on-call support coverage which may require weekend work/out of hours engagements.
The SM will be required to maintain a communication channel and working relationship with key BU users and operations officers to understand and provide for their present and upcoming requirements and needs.
The SM will also need to work with other SM’s globally and represent the interest of the users for firm-wide projects, stability reporting, and other initiatives. The SM may also support the Sales and Trading BU and hence experience of supporting Business users on the Trade floor will be preferred. Familiarity with Trade floor infrastructure items such as the Dealer Board, Speaker Bus system, Hot Lines and Hoot Lines and supporting applications used by the Sales and Trading users will be good.
Skills Required:
* Strong people management and interpersonal skills
* Excellent verbal and written communications in English
* Proven track record in managing support operations
* Strong client relationship management
* Strong analytical and troubleshooting skills
* Able to work independently, self-motivated but a strong team player
* Strong sense of commitment and ownership
* Strong mind set of Compliance and IT Security
* Solid experience in supporting Market Data products, e.g. Bloomberg, Reuters, Factset
* Project management experience
* Business Knowledge of Financial firms
Skills Preferred:
* Hands-on trouble shooting skills on Windows Operating system and Computer hardware
* Some Linux / Unix support background
* ITIL Foundation Certification
