Applications Support Manager - Asset Management IT

Riversdale Consulting
12 Aug 2017
15 Aug 2017
Contract Type


Provide leadership and management to a small team of business and technical product support specialists

Recruiting, training, developing and retaining staff with a range of business and technical skills including performing formal annual and 6-monthly reviews and appraisals

Oversee day to day operations, including prioritizations, managing ticket queues, internal and external escalations, and high severity incidents.

  • Ensuring the delivery of timely, consistent, high-quality solutions to a diverse set of clients within the required SLAs.
  • Coordinate with clients, colleagues, and vendors to investigate, troubleshoot, and resolve client-reported issues and queries
  • Host/attend new client hand-over meetings
  • Host/attend regular client issue review meetings
  • Oversee the maintenance of database environments used by the Application Management team
  • Manage client access to public web portals
  • Coordinate specification of EMEA requirements for global Salesforce issue tracking tool
  • Regular status reporting of issues and priorities to Senior Management
  • Development and monitoring of customer SLA's
  • Act as point of escalation; troubleshooting and issue resolution
  • Participation in the development and on-going refinement, enhancement and continuous process improvement for the services.
  • Assist with the ongoing development, implementation, and refinement of operational procedures
  • Assist with development and generation of key service metrics across the organization

Skills and experience

  • Knowledge of the financial services industry and the technologies used within the industry including portfolio management, trading systems and interfaces.
  • Proven ability to lead a team preferably in a fast paced, high growth helpdesk/technical support environment supporting mission critical production enterprise applications.
  • Experience of managing Teams within a customer service environment including the delivery of out-of-hours and bank holiday cover.
  • Demonstrated familiarity with operational environments, service level metrics and process improvement.
  • Proven customer focused mindset and excellent customer service skills.
  • Excellent interpersonal, verbal, and written communication skills.
  • Strong attention to detail and troubleshooting skills.
  • Familiarity with ITIL methodology a plus
  • General familiarity with Windows administration, networking, and databases preferred
  • Exposure to electronic trading systems, FIX protocol, financial software applications, or other enterprise business software desirable
  • Proven ability to build relationships and to partner with various internal departments to deliver superior customer service.
  • Experience with the collection and interpretation of customer satisfaction responses.
  • Experience with issue tracking processes and tools.
  • University degree qualification in Computer Science, IT, Finance with a technology concentration.

Ideal Competencies/Experience:

  • Experience with any of the following software is desired, in order of preference: 1) Investment Management Software Vendor background, 2) Other Asset Management software company, 3) Middle or Back Office trading applications, or 4) Financial applications.
  • A background in portfolio management and trading system applications is preferred.

To apply for this position please send you CV to Haydn Reynolds at or call him on in strict confidence.