|Job Ref:||09680a5e2||Employer:||Direct Solutions||Country:||United Kingdom||City:||London||Address:||Post Date:||19/10/2016 10:35|
About InvestCloud Are you excited by the opportunity to revolutionise an industry? InvestCloud is a high tech financial services company that is redefining the way that the securities industry uses and interacts with data. InvestCloud is both the first company in the industry to build a cloud-based data platform and the largest developer of wealth management websites and financial services applets. Our offices are located in Los Angeles, San Francisco, New York, Tampa and most recently London. Position Overview As Support Lead, you will lead the team supporting InvestCloud's financial applications and clients in a manner that exemplifies a culture of "Client Focus" with a sense of urgency around servicing client needs and requirements. You will develop and deliver best-in-class support to our growing customer base. The ideal candidate is experienced in providing customer support for a cloud-based technology company. Prior experience in supporting Portfolio Accounting, Trade Order Management, and other software in the Capital Markets industry is highly desirable. Attention to detail, strong communication skills, and a customer-centric orientation are required. Key Responsibilities Interface with client senior level stakeholders to maintain client relationships Interface with interdisciplinary internal teams, including executives, engineering, and professional services Manage, maintain, and publish key metrics to define team growth and success Lead a growing team of support people across several locations Ensure Support is properly organised, staffed and directed Guide, motivate and develop team members Monitor production support processes and financial applications for accuracy and quality Ensure proper escalation and response to customer issues by the production support team both to the customer directly and to other departments within InvestCloud Adhere to, follow, recommend, update and mentor junior staff members on standardised IT processes Enforce strict change management procedures Focus towards security practices and data segregation Ensure escalated issues are resolved in a timely and efficient manner Ensure coverage of platform according to the agreed upon SLAs Strong service management skills (ITIL/ITSM certification a plus.) Define technical and non-technical requirements based on operational needs Maintain documentation of technical and operational processes Ensure leverage of knowledge base and formal post mortems to continuously improve the platform Qualifications Bachelor's degree or equivalent University level degree At least 3 years of experience supporting cloud-based or enterprise applications Knowledge of Portfolio Accounting systems such as Advent Axys, APX or Geneva a plus Prior experience supporting a cloud based platform is a huge plus Strong customer service focus Excellent verbal and written skills required Excellent time management skills with ability to use independent judgment effectively Must be able to work in a fast paced environment and manage priorities Ability to hold others accountable in a fair and transparent manner Analytical skills with a dedicated eye to detail, thoroughness and follow up Ability to quickly grasp new concepts and apply them to diverse situations Technical enthusiasm and desire to learn and apply new technical concepts and technologies Work Conditions On-call availability Working with team members around the world using video conferencing Occasional travel to InvestCloud's other offices and client sites Occasional travel for training or conferences Located in London, UK Job Type: Full-time
InvestCloud is a high tech financial services company that is redefining the way that the securities industry uses and interacts with data. InvestCloud is both the first company in the industry to build a cloud-based data platform and the largest developer of wealth management websites and financial services applets. Our offices are located in Los Angeles, San Francisco, New York, Tampa and most recently London.