GSOC Manager - Day Shift

About Our Client

A leading global provider of specialized communications solutions for the financial trading community. As a large organization, they are recognized for their innovative approach to providing advanced technological solutions, ensuring a secure and dependable network environment for their extensive global clientele.

Job Description

Client Service:
Implementing proactive improvements for client services delivered. Innovation, optimization and effectiveness will be key to success and includes:

1. Management of major/serious incidents occurring anytime, leading client communications and facilitating post incident reporting.
2. Acting as an escalation point, including where difficult or controversial client calls are received.
3. Monitoring and reporting on Resolver Group activities to ensure timely assignment and resolution of all client incidents.
4. Overall client satisfaction with the handling of service related issues including managing client escalations and complaints.
5. Ensuring stakeholders and Executive Managers are briefed on key topics such as outages, complaints, escalations as well as positive client feedback.
6. Assisting Analysts in providing front line support when workloads are high, or where additional experience is required.
7. Visiting client sites as necessary to address customer enquiries and solicit feedback on performance.

Organization and Management:

1. The effective management, motivation and organization of the GSOC Analysts working in their shifts and regions, including prioritization of work activities according to call and email volumes, severity levels and common sense.
2. Managing shift coverage around staff availability and absence, and ensuring optimum level of cover at all times.
3. Performance management, training and development of staff.
4. To be the role model and mentor for the Analysts.
5. Collaboration and liaison with other regional Managers and Directors in the GSOC and other teams.
6. Efficient shift handover processes and associated documentation.
7. Sharing ideas on improvement activities and proposing solutions to complex issues.
8. ISO commitment and working collaboratively with Regional Managers and Directors to ensure ISO27001 Certification for the GSOC in your region.

To include but not limited to:

1. Ensuring that all team members remain current and aware of ISO requirements which relate to them as employees and as members of the GSOC.
2. Identifying areas of non-compliance and providing feedback and suggest improvements to Directors/VP to resolve.
3. Assisting to implement solutions to resolve any non-compliance.
4. Managing peer to peer level communications with Service Partners as necessary, to address issues related to Service Partner management and performance of incidents.
5. Identifying tickets being 'bounced' between teams and escalate to the appropriate Manager or Director.
6. Spot checking tickets for quality and consistency.
7. The efficient handling of client initiated or client impacting issues and requests within the service level targets set out for the GSOC and the broader organization.
8. Escalating issues and blockers to the Regional Director of the GSOC and the Global VP when necessary.
9. Producing reporting and metrics to measure the clients experience and/or the performance of the GSOC.
10. Briefing GSOC staff on changes, product launches/updates, major client implementations/go lives, other key events or deployments that may affect volumes at the GSOC.
11. Suggesting efficiency improvements for the operation of the GSOC to the Regional Director including process and procedure improvements, quality improvements.

The Successful Applicant

Essential:
To be successful in this role you will have at least four years' experience working with a global client facing Service Desk. You must have demonstrable excellent client service skills in a high pressure, real time, multi-tasking environment. At least two years' experience in a multi team manager's role with total team size of at least 6 people.

1. ITIL Foundation or above with an excellent understanding of ITIL Incident Management Processes and a high degree of familiarity with Problem, Change and Service management, or Industry Standard Help Desk Managers Certification.
2. Cisco qualification of CCNA (or better) or demonstrable equivalent technical experience.
3. Demonstrable knowledge of MPLS, TCP/IP, OSPF, HSRP, BGP, RIP v2.
4. Demonstrable experience supporting and troubleshooting a managed extranet service (or similar).
5. Demonstrable experience supporting and troubleshooting Software As Service (SAAS) products.
6. Working knowledge of industry standard ticketing tools including; Remedy.
7. Working knowledge of industry standard proactive alarm monitoring tools including; Netcool.
8. Working knowledge of Business Objects or similar reporting tool.
9. Strong technical acumen with ability to learn and be able to provide immediate solutions.
10. Ability to manipulate data into meaningful metrics and knowledge for client and management reporting solutions.
11. Proven skills in managing problems across a range of products and services.
12. Demonstrable evidence of playing key role in management of Serious/Major Incidents.
13. Experience of working in or supporting the Financial Services industry.
14. Evidence of working with or leading a team to achieve shared goals.
15. Demonstrable ability to form effective relationships with internal departments and key business representatives.

Desirable:
* Bachelor's Degree or equivalent work experience.
* Strong technical background with Cisco CCNA or equivalent work experience.
* Experience in 'translating' technical information in to business appropriate language.
* Presentation skills and the ability to impart information in a concise and accurate manner.
* Experience in setting and /or measuring statistics, KPIs and other relevant metrics to demonstrate performance.
* Excellent oral and written communications skills. (Multilingual; English plus French, Spanish, or Japanese an advantage.)
* Experience of market data products within the world of financial services.
* Varied exposure to Internet technologies and platforms.

What's on Offer

• Opportunity to work in a Hybrid environment.
• Medical and Insurance Coverage for Family, including Dental and Optics.
• A vibrant and inclusive company culture that encourages growth and development.

Be part of a large organization that values work-life balance and provides ample opportunities for career development. Apply now for the role of GSOC Manager - Day Shift and let's explore this exciting opportunity together.