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Middle Office & Satellites Support Manager

Information About This Job

Job Title: Middle Office & Satellites Support Manager
Contract Type: Permanent
Location: London
Industry:
Salary: £70,000 - £75,000
Contact Name: Ben Kinley
Contact Email: bkinley@lawsonchase.com
Job Published: about 1 year ago

Job Description

Lawson Chase is recruiting on behalf of a top international banking firm, who are looking to hire a Middle Office & Satellites Support Manager.

 

About The Role

This role will require the individual to perform a critical function within the UK IT department by managing and aiding the existing application support team members in the provision of IT Fund Accounting and Middle Office services from a multitude of internally built bespoke and vendor based applications.

The role holder will manage support teams to ensure they are performing at optimum levels and prioritising their workloads effectively. Day to day management of the individuals is key and an absolute requirement. Good communication skills and the ability to build relationships with the various teams across IT and build a high level understanding of the functions they perform. Ability to stay calm under pressure is essential for this role.

The individual will be interfacing with senior members of the organisation and will therefore be required to deliver precise and concise messages in a timely fashion. The individual needs to be approachable and responsible for handling all reported issues, managing the issues through to resolution as swiftly as possible. Forging good working relationships with the existing service delivery teams in both the UK and Chennai will be of high importance for success in this role.

 

Key Responsibilities

You will be responsible for managing two application support teams based in the UK and extended out in Chennai, who support a range of bespoke middle office fund accounting applications.  You will be responsible for the availability of these core applications and will be the main point of contact and interaction for both the users and senior management as well as accountable for services provisioned by the applications in scope.

  • Supporting application teams you are responsible for in their day to day activities

  • Monitoring and supporting the running of main Institutional IT systems and applications

  • Managing your staff progress, training, holidays and all aspects of their development

  • Managing poor performance and supporting/coaching good performance within the organisation

  • Adherence to documented procedural standards

  • Maintain knowledge base and share experience with global support team members and the global IT department as appropriate

  • Liaise with other team members and business members to ensure that all issues are resolved in a time efficient manner.

  • Escalate issues which cannot be resolved by you / your team, in a timely manner

  • Fully responsible for delivery of key feeds within the agreed SLA

  • Liaise with India and Paris (including various other global locations) support areas to ensure that all support documentation is created and that new functionality is handed over in an efficient way.

  • Use business and application knowledge to investigate issues raised and assist in the production of incident reports

  • To provide solid input with the streamlining of the support area i.e. suggesting where procedures can be improved without the introduction of risk & then implementing the improvements

  • A self-starter, motivated and inspiring for staff and peers

  • Ability to work in a rapidly changing environment

  • Ability to work to tight deadlines

  • Ability to identify problems, propose solutions and achieve agreement with the relevant users

  • Willingness to take a flexible approach to working hours to meet the demands of the team

  • On call support duties will be required to be performed

 

Management Responsibilities

  • Responsible for a team of 15

  • Supporting application teams you are responsible for in their day to day activities both in the UK and in other regional centres

  • Managing your staff progress, training, holidays and all aspects of their development

  • Managing poor performance and supporting/coaching good performance within your remit

  • Escalate issues which cannot be resolved by you / your team, in a timely manner.

  • Accountable for all services delivered by your teams

 

Key Stakeholders

Internal

  • IT Management

  • IT & Engineering teams

  • IT Service Delivery teams

  • Operational Teams

  • IT Teams

  • IT Security

  • Client Service Management teams

 

External

  • Clients

  • Software Vendors

 

Skills & Experience

Essential

  • Previous Service Delivery Management role experience

  • Experience in managing IT teams that are geographically dispersed

  • Able to motivate staff in challenging and demanding situations

  • Good communication and customer facing skills

  • Good problem solving and analytical skills

  • Ability to think ahead and anticipate problems, issues and solutions

  • Able to work to tight deadlines

  • Able to adapt and respond in a rapidly changing environment with effective prioritisation focusing on providing quality outputs

  • Ability to build from good relationships with various global stakeholders

  • Good knowledge of quality standards and best practices

  • Be flexible and step beyond this role as and when required

  • Team player

 

Desirable

  • Knowledge of investment management organisations required

  • Up to date knowledge of technical applications

  • Demonstrates innovation and continuous service improvement

 

Education & Qualifications

Essential

  • Demonstrable experience in a support team senior position with leadership experience

  • Experience and good understanding of:

    • C#

    • ASP.NET

    • Web frameworks (jQuery, AngularJS, HTML, CSS)

    • Web services (SOAP and REST)

    • Oracle PL/SQL

    • SQL Server

    • Windows server & IIS

  • Broad understanding of IT infrastructure components (server, storage, SAN and networks)

 

Desirable

  • Basic understanding of Unix and SSH environments

  • ITIL Foundation Qualification

  • Test Driven Development (TDD), MSBuild, MSTest

 

 

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