Job Description

Our Service professionals are focused on client care and monitor our clients\' voice, electronic communications and trading infrastructure throughout the day and night.

Provide support for first line diagnostics and Tier 1.5 troubleshooting and enhanced technical support to clients via various communication channels, including but not limited to: telephone, email or web.

Open/Manage both Incident and Change Request tickets and manage throughout the ticket lifecycle.

Ensure that tickets and clients are updated per defined intervals, as documented within Incident lifecycle

procedures.

Engage with Tier 2 & additional parties as required in a timely manner for additional investigation of complex

incidents/problems when appropriate.

Escalate incidents following a defined escalation process.

Work with telecommunications and service providers technical teams globally to ensure timely fault resolution,

escalating within our providers when necessary.

Monitor network performance across a variety of platforms and proactively manage related event notifications.

Liaise closely with Tier 2/3 and engineering teams to ensure issues are being addressed with

efficiency and speed to meet SLA requirements.

Input into new process and procedures as and when required.

Assist leader in the team development/self-development - transfer of technical knowledge.

Identify areas for improvement and communicate these clearly and professionally to the management team.

Attractive remuneration package|Be part of a globally recognized organisation

Bachelor\'s Degree or equivalent tenure of providing technical support work experience.

Experience in \'translating\' technical information into business appropriate language for the client.

ITIL V3, V4 certification.

Strong technical acumen with ability and desire to learn.

Knowledge of global financial markets.

Experience in Financial Services network environments with knowledge of trading voice equipment desirable.

SIP certification that covers VOIP path end to end, through PSTN and IP PBXs, via SBCs and proxies.

Experience with supporting financial trading floors & brokerages.

Our Service professionals are focused on client care and monitor our clients\' voice, electronic communications and trading infrastructure throughout the day and night. Our Global Service Operation Centers (GSOC) located in London, New York, Singapore and Kuala Lumpur operate a seamless and consistent follow the sun support approach, to ensure round the clock availability to our clients. Our Service professionals strive to go beyond client expectations, building unique relationships with each client. The GSOCs 24/7 service center is extended by highly skilled technical support personnel located in principle financial centers across the globe, enabling local support in local language for end-to-end service level consistency.

• Attractive remuneration package
• Be part of a globally recognized organisation

Michael Page