Senior Support, Service Management

5 days ago

Brookfield, United States BetaNXT Inc Full time
Job DescriptionJob Description Level: Senior Support, Service Management
Title: TOC Support Engineer

About BetaNXT

BetaNXT is a leading provider of frictionless wealth management infrastructure, real-time data solutions, and an enhanced advisor experience. We invest in platforms, products, and partnerships to accelerate growth for the ecosystem we serve. Our connective approach empowers our clients to deliver a comprehensive, end-to-end advisor and investor experience.

BetaNXT is a premier provider of technology, data, and operations as services to a rich client base of wealth managers, institutional wealth firms, and digital brokers. It is comprised of three industry-leading businesses which, combined, provide end-to-end solutions across the investment lifecycle.

Position Overview of the Senior Support, Service Management - TOC Support Engineer:

The BetaNXT Technical Operations Center is seeking an individual for a Senior Support, Service Management - TOC Support Engineer role for Saturday and Sunday days (7 AM - 7:30 PM) with 2nd shift (3 pm - 12 am (Friday and Monday). The duties consist of client support, including incident management, monitoring, logging event/issue details, and documentation. The ideal candidate is expected to evolve and grow within the suite of financial products to meet the changing needs of our clients. This role will provide product, research, and deployment support to our client firms via incoming calls or email. Proactive internal network and platform monitoring provides additional infrastructure security for our firms. This is an in-person position is based out of our Brookfield, Wisconsin office.

Duties and Responsibilities:

  • Monitor the company's IT infrastructure, applications, and security using various tools and dashboards.
  • Troubleshoot and resolve issues that impact the company's systems and services, following standard operating procedures and best practices.
  • Communicate with internal and external customers, providing status updates, resolution details, and feedback.
  • Document incidents and problems, logging them in the company's ticketing system and updating them as needed.
  • Escalate incidents and problems to the appropriate teams or vendors, following the company's service level agreements and escalation procedures.
  • Participate in the Technical Operations Center's shift rotation, on-call schedule, and training sessions.
  • Answer incoming calls from other operations/help desk teams of brokerage firms and provide accurate and courteous responses.
  • Identify customer needs and offer solutions or referrals to appropriate departments or personnel.
  • Handle customer complaints and issues in a professional and timely manner.
  • Follow up with customers to ensure satisfaction and retention.
  • Update customer records and databases with relevant information and notes.
  • Escalate complex or sensitive cases to subject matter experts, senior staff, &/or managers
  • Comply with company policies, procedures, and regulations.
  • Assist in any testing and validation of product performance and availability when needed. This could be triggered by alarms in monitoring or as part of change, deployments, or industry exercise validations.
  • Participate in training and development programs to improve skills and knowledge.
  • Provide feedback and suggestions to improve operations and customer experience.
  • Facilitate the Incident Management process by hosting troubleshooting calls, engaging subject matter experts (SMEs), and client communication through calls and/or written updates through the ticketing platform.

Skills and Experience:

  • Ability to work under pressure and handle multiple tasks. Able to lead multiple projects simultaneously and deliver results.
  • Ability to work independently and find solutions to issues based on knowledgebase articles, documentation, and other resources.
  • Critical thinking, showing the ability to solve and isolate complex technical/business problems.
  • Intellectual curiosity and drive to identify solutions.
  • Ability to learn and adapt quickly to new work.
  • Strong attention to detail; able to lead multiple projects simultaneously and deliver results.
  • Proactively able to manage and prioritize tasks; able to deep dive into a number of reported issues and provide insightful analysis from accessible resources.
  • 1+ years of experience in technical support, IT operations, or IT service management.
  • Basic knowledge of IT infrastructure, applications, and security concepts and technologies, such as networks, servers, databases, cloud, web, firewalls, encryption, etc.
  • Proficient in using various tools and platforms for monitoring, troubleshooting, and ticketing, such as SolarWinds, Splunk, ServiceNow, etc.
  • Excellent communication, customer service, and problem-solving skills.
  • Ability to work in a fast-paced, dynamic, and collaborative environment.
  • Certifications in ITIL, CompTIA, Microsoft, Cisco, AWS, or other relevant domains are preferred.

Education:

  • Associate's degree in Computer Science, Information Systems, Engineering, or related field, or equivalent work experience.

Work Environment:

  • Office environment.
  • Require working in shifts (including holidays and weekends) to maintain client support 24x7x365 days a year (including weekends and holidays).

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