Technical Service Manager
2 weeks ago
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**Technical Service Manager - 5851**
Jersey City, NJ / Client Services Client Support / Full-time
Fidessa (an ION Group Company) provides exceptional trading, investment, and information solutions for the world's financial community. Our unrivalled set of mission-critical products serve both buy-side and sell-side global institutions and investment banks to boutique brokers and niche hedge funds with multi-asset trading and investment infrastructure, their market data and analysis, and their decision making and workflow technology.
We are freethinking and do not believe in rigid structure or tight controls that limit our ability to be innovative and adaptable. Our team at Fidessa is represented within several continents in multiple offices. We recognize that a business is only as good as its people. To provide and build on our high-quality platform and services, we seek to employ only the best
**Role**
The Service Manger is a pivotal role in ensuring that Ion delivers the highest quality production support to large global customers who entrust Ion to run their global trading environments. The Service Manager gains a deep understanding of how each of their customers use the Ion service and how to best deliver support to meet the customer's needs. The Service Manager ensures the right prioritization and action is taken by the Service Desk and Technical Support teams, regularly communicating progress with the customer on high priority incidents. The role holder will work closely with other regions, ensuring any incidents that require continued focus are handed over between regions. **Responsibilities**
+ Develop and maintain strong relationships with customers with specific focus around managing their production environment
+ Take the lead on and manage significant service impacting incidents ensuring proper communication both internally and externally
+ Facilitate communication on sensitive or complex issues with the customer and product support specialists where necessary
+ Act as a senior escalation point for the customer on all issues pertaining to their production environment
+ Coordinate post incident follow up and prepare customer facing Incident Reports detailing root cause analysis and prevention of significant outages
+ Regularly meet with assigned customers to discuss the production support engagement to elicit feedback and ensure that the Fidessa Support service is working well for their needs
+ Monitor performance of support against client SLA's, and report regularly on performance
+ Examine metrics to identify trends and take appropriate action where this is required. Identify persistent / significant problem areas and ensure these are resolved, working with managers and service architects as required
+ Work closely with other regions to ensure a consistent service for global customers
**Required Experience, Skills and Competencies**
+ Outstanding presentation and communication skills (verbal & written).
+ Exposure to complex, interactive, transactional software systems is required
+ A minimum of three years experience demonstrating knowledge of Sell Side Equities trading business flows and markets.
+ Understanding of technology and an ability to rephrase technical concepts in everyday, easy to understand language.
+ Exceptional customer service and relationship building skills.
+ Strong analytical skills and detail orientation.
+ Self-motivated and proactive.
+ Bachelor's degree or equivalent experience in Business or Computer Science or a numerate discipline
**Preferred Experience and Skills**
+ Experiencein a software product vendor or consultancy services company highly preferred
+ Experience with Equities Options Trading.
+ Experience with Convertible Swaps.
+ Fluency in Portuguese and / or Spanish.
**About ION**
ION is a market leading FinTech company providing pioneering software and consultancy services to customers around the globe. We serve large financial institutions, niche trading firms, central banks, and multinational corporations. Our mission is automation through innovation. We simplify complex processes, streamline, and digitize businesses, building a competitive advantage for our customers. Our products help the world's leading organizations do more, in a better and simpler way than ever before. ION software underpins the global fixed income, FX, and derivatives markets, we are a leading market provider of treasury and commodity software as well Analytic data. With a dynamic team of 10,000+ employees, 50+ global offices, and over 2,400 clients worldwide, ION provides an unparalleled experience for those who share our passion for growth and technology evolution.
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