GSOG Manager - Night 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.
5. Managing client escalations and complaints.
6. Ensuring stakeholders and Executive Managers are briefed on key topics such as outages, complaints, escalations, as well as positive client feedback.
7. Assisting Analysts in providing front-line support when workloads are high, or where additional experience is required.
8. Visiting client sites as necessary to address customer enquiries and solicit feedback on performance.

Organization and Management:
The effective management, motivation, and organization of the GSOC Analysts working in their shifts and regions, including:

1. 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.

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 a total team size of at least 6 people. You must also have the following essential skills:

1. ITIL Foundation or above with an excellent understanding of ITIL Incident Management Processes.
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. Strong technical acumen with the ability to learn and provide immediate solutions.
9. Proven skills in managing problems across a range of products and services.
10. Demonstrable evidence of playing a key role in management of Serious/Major Incidents.
11. Experience of working in or supporting the Financial Services industry.
12. Excellent oral and written communications skills.

Desirable:
* Bachelor's Degree or equivalent work experience.
* Strong technical background with Cisco CCNA or equivalent work experience.
* Experience in 'translating' technical information into 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.

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 - Night Shift and let's explore this exciting opportunity together.