Application Support Manager – Investment Management Software
Our client requires an experienced Support Manager to lead a high-performing Application Support team providing high level application support services to tier 1 buy-side clients using their market leading Investment Management platform.
Clients range across institutional asset and fund management, private wealth, alternative investments, insurance, banking, and pension markets.
The Application Support Manager requires strong management and leadership skills but it’s also a “hands-on” involving issue diagnosis, production support, service enhancements, client relationship management and staff hiring/development.
-Provide leadership and management to a small team of business and technical product support specialists
-Recruiting, training, developing and retaining staff with a range of business and technical skills including performing formal annual and 6-monthly reviews and appraisals
-Oversee day to day operations, including prioritizations, managing ticket queues, internal and external escalations, and high severity incidents.
-Ensuring the delivery of timely, consistent, high-quality solutions to a diverse set of clients within the required SLAs.
-Coordinate with clients, internal colleagues, and vendors to investigate, troubleshoot, and resolve client-reported issues and queries
-Host/attend new client hand-over meetings
-Host/attend regular client issue review meetings
-Oversee the maintenance of database environments used by the Application
-Development and monitoring of customer SLA’s
-Act as point of escalation; troubleshooting and issue resolution
Skills and experience
-Knowledge of the financial services industry and the technologies used within the industry including portfolio management, trading systems and interfaces.
-Proven ability to lead a team preferably in a fast paced, high growth helpdesk/technical support environment supporting mission critical production enterprise applications.
-Experience of managing Teams within a customer service environment including the delivery of out-of-hours and bank holiday cover.
-Demonstrated familiarity with operational environments, service level metrics and process improvement.
-Proven customer focused mind-set and excellent customer service skills.
-Familiarity with ITIL methodology a plus
-Exposure to electronic trading systems, FIX protocol, financial software applications, or other enterprise business software desirable
-Experience with the collection and interpretation of customer satisfaction responses.
-Experience with issue tracking processes and tools.
-University degree qualification in Computer Science, IT, Finance with a technology concentration.
For more information please send us your CV or call us for an initial discussion about the role.