IPC is a fintech company that focuses on the human element. Having global presence, we support local markets with cutting edge cloud-based trading communications and managed connectivity.Through our portfolio of communications and connectivity solutions, we focus on solving business challenges and adapting to regulatory changes in the fast-paced global financial markets. This enables our clients to maintain consistent market access, a strong competitive advantage, and enhanced operational efficiency.At IPC, we are committed to attracting, nurturing and promoting diverse talent across our workforce and fostering a sense of belonging within our employee family. We don't just accept differences - it's one of our core values. We recognize that diverse teams make the strongest teams, and we encourage people from all backgrounds to apply.Come be part of the new team that delivers ground-breaking products for our clients.www.IPC.comAbout the Global Services Operations CentreOur Service professionals are focused on client care and monitor our clients' voice, electronic communications, and trading infrastructure throughout the day and night. Our global service operation (GSOC) located in Madrid and Kuala Lumpur operates a seamless and consistent follow-the-sun support approach, to ensure round-the-clock availability to our clients. Our Service professionals strive to go beyond client expectations, building unique relationships with each client.Rotating schedule to allow the Global GSOC to operate 24 x 7 with Individual hours are to be agreed upon with the GSOC Global Vice President subject to business coverage requirements.Job Responsibilities: Provide first-line diagnostics and Tier 1 & 1.5 troubleshooting technical support to IPC clients via various communication channels, including but not limited to telephone, email, or web.Assist in organizing the teams' daily tasks and responsibilities and help the manager drive activity to ensure that tickets and clients are updated per defined intervals, as documented within IPC Incident lifecycle procedures. Monitor existing tickets assigned to GSOC and ensure that they are assigned to someone available. Take the lead to re-assign as appropriate Open Incident and Change Request tickets and own them throughout the ticket lifecycle.Log and track all troubleshooting steps and statistics in the IPC ticketing system.Own client incident escalations at the second level following the defined escalation process. Ensure GSOC management and senior stakeholders are briefed on key topics such as outages, complaints, and escalations.Engage GSOC management in next-level escalation as required. Work, as an escalation contact, with telecommunications and service providers globally to ensure timely fault resolution, escalating within our providers when necessary.Monitor network performance across a variety of platforms and proactively manage related event notifications.Be an SME / Go-to contact for GSOC business area and associated processes. Collaboration and liaison with other regional GSOC teams and/or other IPC groups including: Demonstrating strong teamwork and collaboration.Participating in or taking a lead role in global focus Operations projects such as GSOC support and documentation for new product releases. Mentor and coach new starters and junior team members; assist in creating training plan/s and provide advice direction and support through guidance and example.Deputize for Regional Manager as requiredLiaise closely with Tier 2 and other IPC engineering teams to ensure issues are being addressed with efficiency and speed to meet SLA requirements.Produce Incident reports – e.g. major outages, fault resolution, statistics/metrics, etc.Document new processes and procedures as and when required.Be an advocate for the GSOC. Identify areas for improvement and communicate these clearly and professionally to the management team.Attend IPC Client Service Review Meetings, with the Manager, as required. Job Requirements:Experience, Skills & Qualifications Client service professional with proven Service Desk experience (minimum 2 years).Commitment to service excellence with the ability to work in a fast-paced, multi-tasking, team environment.Cisco qualification (CCNA or better), or other relevant industry-standard certification.Demonstrable experience supporting and troubleshooting a managed extranet service (or similar).Demonstrable experience in fault isolation and troubleshooting within an MPLS environment.Varied exposure to Internet technologies and platforms.Experience with Trading and Compliance platforms, Cisco LAN/WAN, iPBX, VM Ware, and IP Voice Services.Working knowledge of industry-standard ticketing tools i.e. Remedy, Salesforce, Service Now.Working knowledge of industry-standard proactive alarm monitoring tools including Netcool.Proven track record of supervising small / medium sized teams.Excellent oral and written communication skills (English).Strong work ethic and an energetic, influential, and diplomatic work style. Demonstrate ability to form effective relationships with internal departments and key business representative. Ability to provide shift cover as part of the GSOC team roster which will include weekends and public holidays. Desirable Bachelor's Degree or equivalent work experience.Experience in 'translating' technical information into business-appropriate language.Strong technical acumen with the ability to learn and be able to provide immediate solutions.Knowledge of global financial markets and market data products.Experience in Financial Services network environments with knowledge of trading voice equipment desirable.Working knowledge of Business Objects, MS Power BI, or similar reporting tools.Asian regional languages preferred.
