Service Manager

Job Description

You will join the Listed Derivates (LD) Information Technology (IT) Execution Operations which provides support services for Client facing applications of the Listed Derivatives business globally. A follow the sun model is in place with local teams basedin United States, Europe, Middle East & Africa & Asia Pacific. The team provides a 24X5 service onsite and limited weekend coverage. By becoming the primary contact point for all LD issues, the team has high exposure to and work with the front office & clientfacing teams on daily basis.What well offer youA healthy, engaged, and well-supported workforce are better equipped to do their best work and, more importantly, enjoy their lives inside and outside the workplace. Thats why we are committed to providing an environment with your development and wellbeingat its centre.Hybrid WorkingWe understand that employee expectations and preferences are changing. We have implemented a Hybrid Working Model that enables employees to reach a working pattern that works for them. Eligible employees have the opportunity to work from the office and remotelyfrom home (subject to the roles eligibility).You can expect

• Competitive salary and non-contributory pension
• 30 days holiday plus bank holidays, with the option to purchase additional days
• Life Assurance and Private Healthcare for you and your family
• A range of flexible benefits including Retail Discounts, a Bike4Work scheme and Gym benefits
• The opportunity to support a wide-ranging CSR programme + 2 days volunteering leave per year

Your key responsibilities

• The primary responsibility of the candidate will be to provide fast paced Service Level 2 (SL2) technical support for all electronic trading applications used by the LD business, including Market Connectivity, Financial Information Exchange (FIX) for DirectMarket Access, Front end Trading & Algo platforms, Order Management System
• There is a significant amount of relationship management involved in this role and the strategy of the team is to provide excellent service, concentrating especially on the values core to the Bank
• Incident Management - Handle high priority incident tickets, work with members of the team and developers to resolve incidents
• Problem Management - Ownership of problem tickets that have been raised for your application set

Your skills and experience

• Strong technical experience, as well as excellent analytical reasoning and practical decision making
• Hands on and proficient with UNIX / LINUX /Windows & FIX protocol
• Experience of electronic trading and/or Fixed Income businesses in Investment Banking or Financial sector
• Temperament to work under pressure in a fast-moving production environment
• Excellent communication skills, both written and verbalability to liaise with both Business and IT users in a clear manner

How well support you

• Training and development to help you excel in your career
• Flexible working to assist you balance your personal priorities
• Coaching and support from experts in your team
• A culture of continuous learning to aid progression
• We value diversity and as an equal opportunities employer, we make reasonable adjustments for those with a disability such as the provision of assistive equipment if required (for example, screen readers, assistive hearing devices, adapted keyboards)