Gsog Manager - Night Shift

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The GSOC Manager shall manage the GSOC regional team to deliver client service excellence and play a vital role in advancement of the GSOC, transforming how the organization services its major clients.
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.
DescriptionClient Service:
Implementing proactive improvements for client services delivered.
Innovation, optimization and effectiveness will be key to success and includes:
Management of major/serious incidents occurring anytime, leading client communications and facilitating post incident reporting.
Acting as an escalation point, including where difficult or controversial client calls are received.
Monitoring and reporting on Resolver Group activities to ensure timely assignment and resolution of all client incidents.
Overall client satisfaction with the handling of service related issues.
Managing client escalations and complaints.
Ensuring stakeholders and Executive Managers are briefed on key topics such as outages, complaints, escalations as well as positive client feedback.
Assisting Analysts in providing front line support when workloads are high, or where additional experience is required.
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:
Prioritization of work activities according to call and email volumes, severity levels and common sense.
Managing shift coverage around staff availability and absence, and ensuring optimum level of cover at all times.
Performance management, training and development of staff.
To be the role model and mentor for the Analysts.
Collaboration and liaison with other regional Managers and Directors in the GSOC and other teams.
Strong teamwork and collaboration.
Efficient shift handover processes and associated documentation.
Sharing ideas on improvement activities and proposing solutions to complex issues.
To include but not limited to:
Ensuring that all team members remain current and aware of ISO requirements which relate to them as employees and as members of the GSOC.
Identifying areas of non-compliance and providing feedback and suggest improvements to Directors/VP to resolve.
Assisting to implement solutions to resolve any non-compliance.
Managing peer to peer level communications with Service Partners as necessary, to address issues related to Service Partner management and performance of incidents.
Identifying tickets being 'bounced' between teams and escalate to the appropriate Manager or Director.
Spot checking tickets for quality and consistency.
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.
Escalating issues and blockers to the Regional Director of the GSOC and the Global VP when necessary.
Producing reporting and metrics to measure the clients experience and/or the performance of the GSOC.
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.
Suggesting efficiency improvements for the operation of the GSOC to the Regional Director including process and procedure improvements, quality improvements.
ProfileTo 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:
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 from either the Help Desk Institute or the Service Desk Institute or regional equivalent.
Cisco qualification of CCNA (or better) or demonstrable equivalent technical experience.
Demonstrable knowledge of MPLS, TCP/IP, OSPF, HSRP, BGP, RIP v2.
Demonstrable experience supporting and troubleshooting a managed extranet service (or similar).
Demonstrable experience supporting and troubleshooting Software As Service (SAAS) products.
Working knowledge of industry standard ticketing tools including; Remedy.
Working knowledge of industry standard proactive alarm monitoring tools including; Netcool.
Working knowledge of Business Objects or similar reporting tool.
Strong technical acumen with ability to learn and be able to provide immediate solutions.
Ability to manipulate data into meaningful metrics and knowledge for client and management reporting solutions.
Proven skills in managing problems across a range of products and services and across divisional and organizational boundaries.
Demonstrable evidence of playing key role in management of Serious/Major Incidents and be familiar with the pressures associated with these types of Incidents.
Experience of working in or supporting the Financial Services industry.
Evidence of working with or leading a team to achieve shared goals and ensuring that monthly service level agreements are met.
Demonstrable ability to form effective relationships with internal departments and key business representatives.
You must have a strong work ethic and an energetic, influential, and diplomatic work style.
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.
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.
Job OfferOpportunity 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.
To apply online please click the 'Apply' button below.
For a confidential discussion about this role please contact Isaac Culason +60 3 2302 4099.
Agensi Pekerjaan Michael Page International (Malaysia) Sdn Bhd | Registration No.914741-W.#J-18808-Ljbffr