IT Support Lead for Security Financing

Frontline Support for Equity Prime Brokerage Systems

• Deliver Level 1 and Level 2 technical support to front-office users of critical information systems supporting Equity Prime Brokerage and financing activities.
• Manage a diverse range of systems, including order processing, bookkeeping, and position management platforms.
• Handle user requests and incident flows through multiple communication channels, such as live trading floor interactions, phone calls, and other mediums, while adhering to ITIL framework and established core processes.

Problem Management and Escalation

• Analyze and document end-user issues, assess their criticality and priority, and resolve them effectively.
• Escalate complex issues to higher support levels when necessary, ensuring timely and accurate feedback to users.
• Translate recurring problems into actionable user stories, adding them to the product backlog for prioritization and task planning

Incident Reporting and Process Adherence

• Provide regular updates to management on incidents and issues, ensuring strict compliance with technology processes for incident, problem, and request management.
• Uphold the organization’s code of conduct and maintain a high standard of professionalism in all interactions.

Monitoring and System Optimization

• Leverage technical expertise to design and enhance monitoring systems using available tools, ensuring they align with business needs.
• Proactively identify opportunities to improve monitoring efficiency and take the initiative to implement enhancements.

Technical Troubleshooting and Debugging

• Lead investigations to resolve technical issues independently, utilizing strong UNIX and SQL skills to analyze system errors, generate reports, and debug code.
• Develop scripts to extend platform capabilities, automate monitoring, and improve error detection.
• Collaborate with developers to enhance the core systems supporting business activities.

Global Collaboration and Follow-the-Sun Model

• Actively contribute to the Follow-the-Sun support model by collaborating with global teams in Europe and the Americas.
• Ensure seamless handovers and leverage the global setup to provide consistent, high-quality support.

Stakeholder Engagement and Communication

• Maintain open communication with end users, providing timely updates on escalated issues and resolutions.
• Coordinate with technology and infrastructure teams to address client needs, expectations, and concerns.
• Organize and lead follow-up meetings with stakeholders, formalizing issues and escalating them to global teams when required.

Risk Management and Continuous Improvement

• Identify risks and opportunities in daily operations, taking proactive steps to mitigate risks and enhance efficiency.
• Support peers and team members as needed, fostering a collaborative and supportive work environment.

Autonomy and Initiative

• Operate independently to assist end users promptly and effectively, demonstrating a high degree of autonomy and accountability.
• Exhibit curiosity and an open-minded approach to rationalize and improve existing systems and processes.

Team Leadership and Collaboration

• Act as a strong team player and leader, guiding and mentoring team members to achieve collective goals.
• Foster a culture of collaboration, knowledge sharing, and continuous learning within the team.

• Bachelor’s Degree in Computer Science, Information Technology, Engineering, or a related field. Advanced degrees or certifications are a plus.
• Proficiency in UNIX/Linux systems, including command-line operations, log analysis, and troubleshooting.
• Strong knowledge of SQL for querying databases, generating reports, and debugging data-related issues.
• Experience with scripting languages (like Python, Shell, Perl) to automate tasks and enhance system monitoring.
• Hands-on experience with monitoring tools (like Nagios, Splunk, Grafana, or similar) to track system performance and detect anomalies.
• Ability to debug code and analyze logs to identify and resolve technical issues.
• Knowledge of financial systems (like order management systems, bookkeeping platforms, and position management tools) and understanding of Equity Prime Brokerage and securities financing is highly desirable.
• Experience working in a Follow-the-Sun support model and collaborating with global teams.
• Experience coordinating with cross-functional teams, including developers, infrastructure teams, and business stakeholders.
• Ability to work in a fast-paced, high-pressure environment, especially during critical incidents.
• Proactive mindset to identify risks, propose solutions, and drive continuous improvement.
• Excellent verbal and written communication skills to interact with users, management, and global teams along with ability to translate technical issues into simple language for users.
• Industry standard certifications like ITIL, Agile and DevOps in cloud technologies, Unix/Linux, SQL etc are preferred but not mandatory.

We are an equal opportunities employer and we are proud to make diversity a strength for our company. Societe Generale is committed to recognizing and promoting all talents, regardless of their beliefs, age, disability, parental status, ethnic origin, nationality, gender identity, sexual orientation, membership of a political, religious, trade union or minority organisation, or any other characteristic that could be subject to discrimination.

We are committed to offering an inclusive recruitment experience to all candidates.  If you require any accommodations or adjustments as a result of a disability, impairment or health condition, please do not hesitate to let us know.

Behavioral Skills

• Team Spirit - Synergies: I make cooperation with colleagues in and outside my team a priority
• Team Spirit - Collective mindset: I favour the team’s interest over my own results
• Commitment - Care: I listen and demonstrate emotional intelligence to engage my team
• Client - Risk: I strive to satisfy clients/internal partners while taking into account risks for the company
• Client - Client focus: I put long-term relationship with our clients/internal partners at the center of our actions, whatever my position
• Responsibility - Performance: I strive to generate high individual and collective performance

Our Culture:

At Societe Generale, we live by our 4 core values of commitment, responsibility, team spirit and innovation. We are engaged and demonstrate consideration for others. We act ethically and with courage. We focus our talent and energy on collective success. We experiment and propose new ideas. This way, we maximize our ability to serve client needs and anticipate market changes. Societe Generale is committed to strengthening bonds with colleagues, communities, and the world in which we live, because relationships are at the heart of how we operate. Please visit our APAC career website: https://www.societegenerale.asia/en/careers/building-your-career-with/ for more information.

Diversity, Equity & Inclusion (DE&I):

Our mission: Recruit, develop, advance, and retain a diverse workforce that is united in our efforts to enhance our competitive position and deliver innovative solutions to our clients.

Our vision:

• Engaged workforce that is demographically diverse in a way that reflects the communities in which we operate
• Inclusive culture and workplace that recognizes employees' unique needs and utilizes their diverse talents
• Engage our community and marketplace, and position the organization to meet the needs of all its clients

Check out our DE&I initiatives: https://www.societegenerale.asia/en/careers/diversity-equity-inclusion-dei/

Hybrid Work Environment:

Societe Generale offers a hybrid work arrangement that offers employees the flexibility to work remotely, as well as on-site, in order to promote interaction and collaboration with colleagues while adhering to all SG standard protocols.  Hybrid work arrangements vary based on business area.  The applicable Business lines will determine and communicate the work arrangements that best meet their business needs.

Department Description:

As part of Front Office IT (GBTO) department, the Financing tech team oversees development and support of tools used by Equity Prime Brokerage and Security finance traders, sales, and operations staff.
The asia team comprises of developers and application support analysts collaborating in DevOps model. Team is based in Hong Kong and Tokyo locations and located in dealing room interacting with Front and Middle Office staff daily. Asia support team works in partnership with offshore team based in India to deliver solutions and services for the business during Asia hours and colaborates with peers in other regions under FTS model.