Middle Office Support Specialist, Senior Associate
Member of a global team that provides 24 x 6 follow the sun business application support and analysis across the suite of Enterprise middle office applications and associated systems that support the client middle office operations (GTM, RKS, ESP, Extended Enterprise and all other ancillary apps and infrastructure specific to IMS). Role responsibilities:
•Work with the relevant incident management teams (e.g. EMEA Service Centre and Command Centre) to deal with critical incidents and outages.
•Support special projects as required.
•Be a day to day contact for the client IT teams and technical business users.
•Represent SSC IT in relevant client forums where specifically requested
•Actively engage in all new client on-boarding
•Complete Monthly MIS and KPI reporting as required
Provide Tier 2 support for in-scope IMS applications:
•Build relationship with first tier support
•Initial trouble shooting of assigned incidents
•Where the incident is not technical in nature, advise business counterparts on best course of action
•Where the incident is technical in nature, analyse incident and determine best course of action
•Where incident is resolvable locally, work with local IT teams to resolve and close incident. Where further technical assistance is required, assign incident to global IT support partners for resolution
•Communicate progress to applicable stakeholders
•Manage incident to resolution and within service level agreements
•Undertake available on the job training to become proficient at providing second tier IT support Required Skills:
•Excellent problem solving and analytical skills
•Ability to work well in a team structure
•Excellent communication skills (verbal & written) - able to effectively communicate with all levels of staff across the organization and with clients including senior management
•Strong knowledge of financial business processes, investment management servicing and fund accounting
•Good project management & organizational skills (including time management)
•Ability to understand and interpret specific client requirements
•Ability to work under pressure
•Relevant degree or equivalent qualifications with 3-5+ years' experience in financial services and/or technology.
•Knowledge of IMS specific applications (i.e. GTM, RKS, ESP, etc) is preferred although full training for the role will be provided.
•The success of this job is largely dependent on building solid relationships with the internal client base and other support teams. Interpersonal skills are very important and it is essential that there is a high level of understanding of the impact of the issue on the business and our clients. We offer:
•Employee savings plan
•Premium life insurance package
•VIP medical package
•International operating environment
•Soft skills trainings
•Development sessions with a mentor
•Diversity of opportunities across a range of challenging and highly complex activities
•Technical or leadership career pathway We welcome applications to this role from candidates at both the Associate 2 and Senior Associate levels.