The Production Services Lead is a hands-on management role responsible for managing the first and second line support teams, providing service delivery to the trading, portfolio management and research functions in Canada, both technically and functionally. The candidate will be responsible for directing the team to coordinate/manage issues, anticipate future support requirements, and working closely with counterparts in London, India, Tokyo and Hong Kong to ensure consistency globally. The candidate will partner with key stakeholders both internally and externally to drive operational excellence and enhance the client support experience. They will coordinate with other application support, infrastructure, and delivery teams to provide a consistent, seamless technology support throughout the Canada organization.
Role and responsibilities
Technical Management and Collaboration
Manage the team’s core responsibilities including but not limited to incident triage and resolution, problem management, proactive platform analysis, and coordination with infrastructure teams.
Build and maintain business domain and application knowledge within the team, including structured knowledge management and training programs / curricula.
Own issues through to resolution, regularly updating impacted business users on status of resolution, impact analysis, and engaging internal support teams and third party vendors.
Engage with counterparts around the world, providing support, using multiple techniques to foster communication and the free flow of knowledge between regions.
Support application testing environments for new releases and maintenance fixes.
Estimate, plan, and complete small support oriented projects on-time and on-budget.
Coordinate with IS security teams to maintain standard access definitions and setup access for new hires.
Support business continuity planning, documentation and validation. Customer Engagement
Build and maintain effective and engaging relationships with key business and technology stakeholders
Assist with training end users on application usage.
Establish and continuously improve processes to ensure operational stability for the business.
Establish, monitor, and ensure adherence to SLAs/OLAs as agreed with business groups.
Working in partnership with the relevant business support units, analyze and resolve data issues. People Management
Manage, coach and mentor team a team of production support analysts ensuring the team is aware of the business plan and have clearly defined goals for the year that fall in line with divisional and corporate objectives.
Provide consistent and timely feedback to staff members regarding performance and progress.
Strong production support experience in a mission critical environment is necessary
7+ years’ experience in developing or supporting IT applications, including 3 years of people management, coaching, and mentoring
Financial domain (investment banking / wealth management) working experience.
Experience in configuring and administering order management systems; Charles River IMS v9 preferred.
Functional understanding of equity trading, portfolio management and research business areas; an understanding of the financial instruments traded, fund structures, system data flows and business process is required.
Managing support teams within the front office trading environment. FIX protocol including FIX messages for electronic trading
DevOps and Agile delivery processes
SQL and relational databases (Oracle preferred), including ad-hoc data analysis and reporting
C# and Java/J2EE applications
Excel (VBA scripting and/or statistical analysis experience a plus).
Network, infrastructure, middleware, and security administration concepts
Experience in documenting procedures and conducting training sessions.
Strong analytical, risk management and problem solving skills.
Ability to quickly prioritize and respond to critical requests, issues and major incidents accordingly
Possess excellent verbal and written communication skills. Strong customer service orientation
Experience working with and managing geographically disparate teams.
University degree preferably in Engineering or Computer Science
Formal ITIL/ISO 20000 qualification preferred
Applicants please apply and send your resume at firstname.lastname@example.org
"In our dealings with Dean Group, we have always been provided with quality personnel in a timely manner. It has always been a pleasure dealing with Dean for their expertise, personal commitment, and energy to meet our goals."