Key Responsibilities:
– Collaborate across teams to solve business and system issues, design solutions, and enhance customer experiences cost-effectively.
– Provide ongoing support to cross-functional teams, including production and migration tasks.
– Foster relationships with stakeholders to maintain project alignment, especially between Operations and IT teams.
– Contribute to evaluating and enhancing IT Support Processes.
– Conduct daily health checks to proactively address application-related issues.
– Utilize ITIL ITSM framework for incident, problem, and change management.
– Investigate and resolve incidents, coordinating with Infrastructure and Application partners.
– Collaborate to improve system stability with Infrastructure teams.
– Communicate system incidents and resolutions to business teams, ensuring operational stability and data integrity.
– Propose improvements for system stability, availability, performance, and reliability.
– Independently address escalated issues and maintain a support knowledge base.
– Provide out-of-hours support for high-priority incidents and maintenance tasks.
– Monitor web usage and outages using monitoring tools and dashboards.
– Uphold frontend system security in collaboration with the IT team.
– Support the business’s digital principles and respond promptly to ad-hoc requests and client deliverables.
Minimum Qualifications Required:
– Relevant Commerce degree in IT, Finance, Economics, Statistics, Investment Management, or Business Management.
– Excellent verbal and written communication skills.
– Higher grade math (or equivalent) with a B average.
– Multilingualism advantageous.
– Minimum of 5 years’ experience in digital businesses focusing on front-end systems.
– ITIL/COBIT qualification.
Experience:
– Minimum 5 years of application support experience in Wealth Management/LISP/Asset Management.
– Demonstrated excellence in customer service and problem-solving.
– Strong collaboration skills across departmental teams.
– Proficiency in fast-paced, proactive environments.
– Experience with third-party administrators and global vendors.
– Hands-on support for front-end applications and client journeys.
– Familiarity with Agile project methodology and JIRA Service Desk processes.
Knowledge Required:
– Profound understanding of investment products and financial regulation.
– In-depth knowledge of trading and payment cycles in Platform businesses.
– Ability to provide solutions that delight financial advisers.
– Clear understanding of advisers’ business operations and the competitive landscape.
– Strong grasp of change management processes.
– Excellent communication skills, both written and verbal.
– Understanding of Application Infrastructure and Integration concepts.
– Exposure to Agile and DevOps practices.