LOCAL CANDIDATES ONLY
Role Description:
Sales and Trading :- Deskside Support Project Manager-Actively support a large-scale, dynamic trade floor by fielding level 2 and level 3 desktop related escalations from desktop support teams. The individual must possess the ability to fluently and seamlessly partner with colleagues across the organization to support all aspects of general IT support, project management, and utilize automation to solve re-occurring problems on the Trade Floor-Candidates should also have previous experience of working in an IT desktop support and project based management roles (preferably as a team lead) and an interest in working with project-based technical resolution initiatives. Superior client facing and relationship building skills are required and should also be coupled with an extensive IT knowledge and the ability to work proactively to ensure a consistently high level of project delivery and daily support escalations when required.
Key Responsibilities:
Serve as a liaison between key Business stakeholders, regional IT Service Management and our company IT groups to manage and communicate any technology projects that will impact the production environment.
Coordinate and manage project-based initiatives that are high impacting or high risk technologically.
Proactively act as an escalation point regarding impact/risk related to implementation.
Become a subject matter expert in all technology (hardware/software) that is used by the business and act as an IT escalation point for junior members of the team.
Understand the overall business flow, supported application systems and its interface with clients while understanding the sensitivity with PII and sensitive information.
Manage and delegate responsibilities of key projects and initiatives to ensure all aspects of the projects are completed successfully.
Oversee the management of hardware inventory and inventory cataloging process being managed by the WSS Service Team members.
Participate in project meetings, status calls, stand-up meeting, etc.
Create / Maintain / Update support documentation and team websites.
Engage with BU and WSS Management on project-based initiatives by collecting feedback, providing detailed updates in both written format over e-mail and verbally on BU and team meetings.
Compose, review and send out e-mail communications to keep affected users aware of upcoming changes affecting their computing workspace.
Oversee the troubleshooting support for hardware, software, Windows Operating System, external/internal applications and Business unit specific applications being performed by other technicians on the team and assist in successful closure of user issues.
Perform backup responsibilities to team members while they are out of the office or unavailable, especially the Service Manager.
Host/participate in local and global project initiative update calls that keep all global and regional WSS counterparts aware of ongoing and upcoming project initiatives happening within in the BU.
Technical issue monitoring via ServiceNow and work on escalation/ownership of persistent technical issues.
Serve as liaison to other groups within IT through established operating procedures.
Work very closely with the WSS colleagues in regional and global branches.
Coordinate testing of new application or upgrades with global WSS counterparts and BU users.
Manage software installations, versions available for users to download via self-service and upgrades.
Maintenance of desktop environmental health and consider automation wherever possible.
Be proactively responsive to multiple mediums of communication platforms such as E-mail, Microsoft Teams, Skype, Symphony, Jive, etc.
Take initiative to stay current on technology and participate in training programs.
Skills Required:-3+ years of experience in IT support, preferably in the end user support environment within the Financial Services industry.
3+ years of experience supporting infrastructure projects.
3+ years of experience supporting a trading floor.
2+ years working in an Agile / SCRUM / Kanban environment.
2+ years managing projects and tasks using JIRA.-Ability to learn quickly and navigate complex processes and internal systems.
Be able to operate in a dynamic environment supporting and managing technical projects for the Sales and Trading business.
A solid understanding of trading software and hardware-based technologies (Bloomberg, Turret, Speakerbus, Trading software, Windows 10, and Linux desktop workstations).
Highly knowledgeable in MS Office suite of applications.
o Excel advanced knowledge is a plus.-Proficient in Agile methodologies.
Very organized ? able to provide and demonstrate ownership of strategic project based technical initiatives to completion.
Self-motivator who can successfully operate individually, own issues/requests/projects to completion and function as a member of a team.-Strong team and relationship building skills.
Highly motivated individual / Self Starter who possess the ability to work in both an individual and team-based setting.
Strong Project Management skills (preferably within the PMI and/or ITIL framework) to successfully prioritize and manage multiple projects to required deadlines.
Team leadership / mentorship skills.
Strong listening and presentation skills.
Solid understanding of Windows at a desktop and application level.
Strong client and service focus.-Excellent verbal and written communication skills.-Strong personal, organizational and problem-solving skills.