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2 positions / financial firm / nyc / Exclusive*
Escalation Support Managers are the primary technical contacts within the eBusiness Infrastructure group for all customer issues involving opened or escalated tickets, and requiring unplanned engineering assistance; They ensure that environment and service affecting problems are addressed and resolved in a timely manner-as per established Infrastructure SLAs. The manager draws upon the collective resources of the group, to seek and implement effective resolution of customer problems and determine root cause.
The lead position within the Infrastructure Support Services team is summarized as follow:
• Ensure 24x7 monitoring and support for all technical issues involving the eBusiness Infrastructure group.
• Review engineering queues to ensure incident tickets are progressed and escalated to next level support as necessary.
• Work with rotating teams of engineers responsible for analyzing issues, determining resolution as well as root cause of problems.
• Work with engineering managers to ensure staff understand, and are trained on new products and support procedures.
• Point of management contact for Infrastructure issues that are under investigation, or that are being worked on; participate in Daily Quality Calls.
• Manage and prioritize escalated production and critical non-production issues affecting service.
• Matrix manage subject matter experts and interacts with Team Leaders responsible for allocating dedicated resources to resolve escalated issues.
• Maintain and improve demanding customer service targets and SLAs.
• Proactively manage customer service issues as second-level and/or third-level escalation point of contact.
• Improve first-call resolution targets and ticket turn around time.
• Conduct meaningful operational reviews and assessment of monitoring, performance, and capacity metrics to verify that systems are functioning as designed.
• Contribute to the professional development, training, and performance programs of members within the eBusiness Infrastructure group.
• Assist in development and integration of enhanced tools that enable resolution and tracking of a higher percentage of open issues.
Requirements:
• BS/BE degree or equivalent technical experience in computer science, engineering, or business.
• 8+ years experience as a technical support engineer, including front-line contact with customers with a minimum of 3 years in support escalation or support program management.
• Able to create project plans and presentations using such tools as Visio, PowerPoint, and Project.
• Frontline operational experience and problem solving abilities.
• Experience managing and resolving critical issues involving vendors and internal groups.
• Hands-on experience with Websphere, Websphere Portal and/or ATG Dynamo, Linux and/or Unix, Oracle or DB2
• Proven project management experience, including technical project management.
• Ability to multitask and work independently in a fast-paced banking environment.
• Must have and be able to project a strong customer-oriented sense of urgency.
• Exceptionally strong organization skills, punctuality, and consistent follow-through on tasks/incidents.
• Must have initiative and ability to manage simultaneous incidents: prod and non-prod.
• Positive aptitude and attitude of dealing with customer concerns and escalated Infrastructure issues.
• Calm demeanor, good listener and tenacious problem solver.
• Ability to gauge, and ensure customer satisfaction regarding Infrastructure support.
• Excellent communications and interpersonal skills (both verbal and written).
• Able to perform under pressure, and communicate effectively to senior management.
• Must be familiar with Internet technology and application server implementations: clustering.
• Software development methodology experience important.
Preferred Requirements:
• Familiarity with systems operations and management environments within large enterprise customers and/or service providers is desirable.
• Experience with International 24x7 operations and production support.
• Project Management Body of Knowledge (PMBOK), or PMP certification.
I am a recruiter who specializes in the IT financial industry. I work with over a dozen hedge funds and three major financial firms in the Tri-state area. Most of my positions are in 100K to 250K base. If you are passively looking for a better career opportunity, please send me your resume and I will give you a call. I am only representing candidates who have a stable job history (no more then two jobs in five years). Your resume will remain confidential and it will not be submitted to any firms without your consent.