Description
My client a leading Investment Bank are recruiting a Client Services Manager will be engaged primarily in high level customer support tasks related to all technology aspects inclusive of both (Network & Application level) with Member's/Prospects/Vendor's/Associate partners of the Exchange.- To provide Level 2 support to the market related to all technology aspects.
- Effective co-ordination with Technology/Vendor team for any complicated technical issues and to resolve them in a timely manner within stipulated performance framework.
- Responsible for the system deployment/configuration of the new software based on the business and requirement documents. Required to identify and complete the GAP analysis of the new product.
- To liaise with Info vendors/ISVs/Members to establish the system connectivity and provide them with all relevant technical assistance before & after the system deployment.
- In-depth proficiency with the troubleshooting of the Router/Firewall configuration & ability to help member's to co-locate their server onto our datacenter along with the commissioning of Local/Global MPLS or Point to Point connectivity.
- To have detailed understanding on FIX/FAST protocols required for the order routing & to establish the system connectivity.
- To liaise with the leading Info Vendors for the dissemination of the live data.
- Assess market problems reported through input from customers, non-customers, sales, support, and other sources. Document and prioritize high-level product issues based on market feedback to the senior team members.
- Required to do all necessary preparations for Mock and should be proficient enough to get the feedback from ISVs/Members on FIX before the new product launch. A concise analysis and recommendations should be given to the senior management based on the market feedback.
- Should be able to constantly review all technology aspects running on world wide exchanges and required to provide key inputs to the senior management for further enhancements.
- Ability to learn and adopt new technology changes as per the market demand. Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm is must.
Development & Support Activities (35% of time)
- Handling complex scenarios to trouble shoot the application & network level issues and to provide the level 2 support.
- To provide relevant product training to the team member's and members.
- To identify the areas of the bottlenecks which affects the system performance and to report them on a timely basis.
- Get enhancements over FIX application & FIX protocol from Application Team on a monthly basis.
- Constant touch with Info vendors & ISVs for service enhancements.
- Follow up with ISVs, Members and info vendors to find the status of the testing activities and make an analysis report to the senior management about the go live date.
- Weekly review with Network team for the Local/Global MPLS implementation status. (Connection/Disconnection status).
- Bridge the gap between Members & IT team regarding the ongoing IT issues. Detailed report to be prepared.
Requirements
- (Minimum level of education, professional qualifications, background and years of experience required to do the job).
- At least 5-8 years of experience in handling technical support activities in broking/trading sector preferably with Large Financial Institutions/Banks & Minimum 2-4 years of experience in electronic markets or exchange industry.
- Engineering Graduate/Post Graduate in Software Systems from a reputed institute with specialization in trading applications & Real Time trading industry.
- Ability and willingness to work on different shifts. (Day or Night).
- To handle the complex issues and ability to deliver under pressure.
- High command of English Language both spoken and written & Arabic desired but not mandatory.
- Advanced CRM (Customer Relationship Management) skills. Should have a vision to improvise the customer service related to all technology aspects.
- Strong communication and presentation skills, including ability to develop and present clear and concise analyses and recommendations to senior management.
- Ability to communicate professionally and effectively in person, on the phone, electronically, or through other means to individuals and groups at all levels and from various backgrounds.
- Excellent customer service skills, ability to effectively present information and respond to questions, commitment to excellence and high standards. Proven experience and should be successfully able to manage priorities and workflow in a client-focused environment.
- Self-starter with ability to effectively work cross-functionally in a complex organization