Production Support Specialist Team Lead

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H Ni

Trnh

Senior

Mc Lng

Tha thun

Ngy Ht Hn

31/07/2024

M T Cng Vic
Department

The role is as a member of a team within the Operations Technology (OT) department. OT consists of multiple teams in London, New York, Nashville, Hanoi & India. The teams are responsible for the firm's back and middle office applications. Team members include software developers, business and technical analysts, and quality assurance specialists. The applications supported by OT provide services for the following business functions: client reporting, internal reporting, performance calculation, reconciliation, regulatory and corporate reporting, data warehousing, pricing, performance attribution, settlements, trade routing, and portfolio accounting. There is a mix of in house and off the shelf software. OT provides services to all the firms business units; equities, fixed income, institutional and retail, private wealth, and multi asset.

Role

The role is for a production support specialist team lead to manage the level one support for Operations and Corporate technology applications systems in AB. The production support specialist team lead will:
prepare shift schedule for 24 x 7 team adjusting coverage for peak demand and accommodating holiday/vacation/sick days.
provide recommendations for process improvement.
oversee escalation management procedures.

supervise the below operations performed by the team:

actively participate in the production management support process (Incidents, SLAs, Change Controls, Knowledge, Problems, etc.), identify opportunities for improvement, and plan/track follow up action items.
support all infrastructure requirements (i.e., completing software releases, implementing patches, monitoring application batch processing, etc.).
work closely with second, third level support teams and end users to resolve issues and requests promptly.
meet service level agreement (SLA) commitments defined.
maintain ongoing support documentation in Support Wiki.
ensure that best practices are followed following all compliance requirements such as Disaster Recovery and Audit.
The production support specialist team lead will work closely with the primary user teams in the UK and US, and with development and support teams in the UK, US, and other offshore locations.
We expect the production support specialist team lead work hours to span/overlap UK and US work hours.
Yu Cu
Skills and Experience
Must Have
At least 5 years of experience in a team leadership or management role.
A bachelor's degree in a Science or Technology related degree passed at a high standard, and ideally this will be in Computer Science or a similar degree with a strong focus on software development.
Mentorship abilities.
Additional
Previous work in the finance industry or asset management is desirable.
Experience with Relational Databases and SQL, Control M, Jira, Confluence Wiki, and ServiceNow a plus.
Experience in a Production Support role a plus.
Further Skills

Other relevant skills:

Strong oral and written communication skills.
Strong teamwork skills.
Must be able to handle multiple issues at the same time.
Being Organized and methodical.

Quyn Li
Minimum of 13 salary months / year. Consider UP 2 times / year
BONUS: Tet bonus, holiday bonus, HR recommendation bonus ...
Seniority allowance (working time from 2 years or more). Join a free Japanese class taught by a native teacher. 5 official working days / week, 1 day off / month. Participate in the weekly Saturday Vocational Training, have allowance and lunch support.
Saturday, Sunday + 12 days off / year (maximum 20 days off / year, any remaining days will be paid 500,000 VND / day).
Clubs and many cultural sport art activities sponsored or supported by the company (For example: football, table tennis, badminton, swimming, music, English, games ... )
Health assurance: Periodic health check, support to buy high quality health insurance ...
Join the Rikkei Care Health Plan.
Spiritual comfort: Play music on demand every day, fresh fruit, integrated teambuilding activities ... Go out near and far everywhere.
Opportunity to go to Japan to work and travel everywhere.