Manage users’ requests and incidents flows by gathering the information from the different communication channels (trading floor live interaction; phone; other). Deliver IT Support services relying on ITIL framework and core processes.
Using his/her technical skills assist in building effective monitoring systems by using the information system’s monitoring tools. Ensures tools are in line with our needs and takes initiatives to improve their efficiency.
Leads investigations to resolve problems independently, have the technical ability to troubleshoot and debug code, search log files. Will have strong UNIX and SQL skills to check system errors and generate reports, scripting abilities to assist with the platform extensions, automate monitoring, error detection, participate with the DEV in building solutions or improving the core chain used by the business activity.
Engage and improve the Follow-the-Sun model and leverage on our global setup working closely with our Paris and New York offices.
Seeks feedback on escalated problems to follow up and update the end users. Liaise with other ITEC and GTS teams to consider clients’ needs/expectations/issues. Organize and lead follow-up meeting with different parties (users and partners). Formalizes problems and escalates to the next level of support or global teams when need be.
Estimates the risks and opportunities in our day to day job and take initiatives to reduce the risks and improve our efficiency. Provides support to other peers when necessary and train the new joiners on the perimeter.