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This job is responsible for providing support to end users and responding to issues related to incidents and problem management for multiple applications, focusing on leading triage activities on all business impacting incidents. Key responsibilities include ensuring compliance with incident management and problem management policies and procedures. Job expectations include serving as a key focal point for the customer, client, and associate experience and restoring any impacts to those experiences regardless of where the root cause of the impact lies.
Responsibilities:
The key responsibilities / deliverables are as follows (but not limited to):
First point of contact for end business users in Rates
Ownership and delivery of on-boarding support of or processes into the MAPS organization
Build and maintain strong partnerships with business stakeholders, application development personnel, and infrastructure contacts
Monitoring and alerting of critical trading system environments
Troubleshooting of complex systems issues
Proactive identification and resolution of problem hotspots
Development of tools and driving efficiency/stability improvements
Accurate tracking of support effort to enable effective management reporting
Release implementation and enforcement of change management policy
Major Incident management and Problem Management
Required Qualifications:
Incident Management, Problem
Management, Service
Request Management
Adaptability
Influence
Production Support
Risk Management
Collaboration
Innovative Thinking
Analytical Thinking
Result Orientation
Business Acumen
Project Management
Solution Delivery Process
Stakeholder Management
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