Your role

Do you have a knack for technology? Are you at your best when supporting others? We’re looking for someone like that to:

• support the Service & Product Manager across several technical domains
• uphold high standards for timely issue resolution
• contribute expertise to the management of existing and new IT products and services
• define workarounds for known errors and initiate process improvements
• maintain a knowledge database

Your team

You’ll be working in the Group Technology Desk Aligned Services team in Singapore. We provide the support to infrastructure for Information Technology systems, which are used by Business.

Desk Aligned Services provide support to the trading floor front office business in the bank, ensuring the quality and stability of the desktop and hardware environment to support requirements and activities requested by the business. The firm provides employees with the tools and resources to enhance their professional qualifications and careers.

Your experience and skills

Workstation and trade floor desktop support:

• Service NOW OSS Queue Management
• Incident management and problem management
• Troubleshooting Desktop environment
• Work 2^nd & 3^rd level complex technical issues
• Hardware Support. Break fix, installations and coordination of moves and changes.
• Relationship management with Business Managers in the front office
• IT project assistance
• Trading application support and triage
• Joiner, mover and leaver support and coordination
• Liaising with IT teams across the bank to resolve incidents within SLA
• Root cause analysis, attend regular global calls with engineering. Liaise with product owner or engineering teams
• Escalation of issues/ problems to appropriate owners/ teams
• Blackberry troubleshooting and support
• Inventory management
• 8 hour shift / 5 day support, rotated on a roster system with chance of out of hours and weekend work
• BCM inventory management, maintenance and support (i.e. Isolation testing, Periodic readiness check)
• Site power down/ up support activities and annual Isolation testing
• Local regulatory/ legal compliance related mandatory training assignments
• Technical certifications preferred such as MCSE, MCDST and ITIL

Product & Process Knowledge

• MDS Application support and troubleshooting. Bloomberg / TR Eikon / Factset / IRESS

Essential Technical Skills:

• Win 7 / 10
• MS Office 2010 + application suite
• Market Data Applications knowledge and support (Bloomberg, Reuters, Factset and Quick)
• Blackberry / iPhone / iPad

You are:

• A confident communicator that can explain technology to non-technical audiences
• Capable of understanding client needs and translating this into products and services
• Capable of multi-tasking and prioritizing incidents accordingly
• Able to remain calm in highly stressful environment
• Flexible and a team player
• Strong analytical, problem-solving and synthesizing skills (you know how to figure stuff out)
• Supported both packaged and custom solutions
• Fluent in English (other language will be a plus)