Regional IT Service Support Senior Associate, Global Asset Management

Regional IT Service Support Senior Associate, Global Asset Management

• Global Asset Manager & Regional Exposure
• In-House IT Service & Desktop Support
• Hybrid/WFH, Good Benefits & Package

Our Client

Global investment managers with over USD 320 AUM and hiring over 450 professionals across US, Europe, GC and AP to search for Desktop and IT Service.

Job Duties

• Report to the Regional Head of IT Service Support
• Provide quality 1st & 2nd Service Desk Service to end users for all aspects of IT-related incidents and issues
• Ensure timely escalation of critical issues to responsible regional/local stakeholders in accordance to SLA
• Collaborate with global team to ensure alignment of best practices and compliance with global policy and standards
• Active participation with local partners across FTB offices to effectively drive/implement Local/Global business initiatives and corporate governance

Requirements

• Graduate in IT related discipline with 5 years+ 1st/2nd line Helpdesk support experience earned from MNC/Financial Institutions
• ITIL is highly desirable
• Proven technical support experience in Windows, A/V, client applications and other related technologies
• Strong communication skills in English, Mandarin, and Cantonese
• Proactive team player with good interpersonal skills
• In-house Avaloq Technical Support/Business Analyst experience is a plus

Additional Responsibilities

• Provide end-to-end technical & business support to users from front to back office
• Accountable for troubleshooting and conducting root cause analysis for timely incident management
• Provide data engineering support for strategic business decisions regarding supply chain optimization
• Design and implement data pipelines and maintain appropriate databases/data tables in the data lake needed for analytics and machine learning models for solving different business cases in the supply chain context
• Support various data science projects by interacting with stakeholders, gathering business requirements, building ML/Optimization models and visualization dashboards

Team Management

• Ensure timely and quality helpdesk and IT service deliverables to 500 users by supervising a team of 6-7 members
• Oversight and monitor the performance of IT vendors

Regional Support

• Provide 1st/2nd level IT support to the North Asia Branches with over 500 users from front to back offices
• Troubleshoot/Facilitate IT desktop, applications, 3rd party systems, and E-banking solutions
• Support relocation projects by collaborating with Infrastructure and external vendors across the region