Market Platform Support Team Manager
4 days ago
TP ICAP MANAGEMENT SERVICES (SINGAPORE) PTE. LTD. is a world-leading provider of market infrastructure.
The company operates from more than 60 offices in 27 countries and is 5,300 people strong. We work as one to achieve our vision of being the world's most trusted, innovative, liquidity, and data solutions specialist.
This role is part of the Asia team, responsible for managing a team of Market Administrators covering the APAC Trading platforms.
Key Responsibilities
• Manage a team of Market Administrators, ensuring they are adequately trained and able to perform tasks to the standards expected by TPICAP brokers and customers.
• First and second-line support for any issues relating to the Market Administrators' trading platform, including trade investigation, resolution, escalation, communication, follow-up, logging, and trending.
• Ensure team logs and manages all work requests in ServiceNow, including GRD issue logging and tracking of requests.
• Responsible for the ongoing maintenance of the platform's data accuracy, including updates when required and pro-active monitoring.
• Monitor support chats and respond to user queries and issues in a timely manner, investigating system logs and outputs to analyse any user or tradeflow issues.
• Work with the product management team in raising workflow and system improvements, coordinating internal training requirements related to the Market Administrator's trading platform.
• Maintain a good working relationship with the TP ICAP client base, including external clients (Banks) and all levels of internal staff, supporting and testing all new software releases before roll-out.
• Out-of-hours cover may be required to accommodate any upgrade and release testing, including bank holiday desk coverage, maintaining up-to-date team technical documentation, team procedures, and processes.
• Responsibility for ensuring compliance with operational risk requirements, cross-training other team members on championed systems, contributing to the Asia team system manual, and completing mandatory training by required deadlines.
• Act with integrity and due skill, care, and diligence in carrying out duties.
Required Skills and Qualifications
Essential:
• Familiarity with system log and XML analysis, system administration, and data processing;
• Experience working in Financial Services with good operational support experience;
• Strong attention to details, confident to liaise with internal and external customers;
• Strong team management skills to delegate and ensure adequate support is given;
• Provides mentorship and guidance to team members, responsible for their performance and career development.
Desired:
• Ability to work in a fast-paced environment and demonstrate high levels of energy in seeking out and achieving new goals;
• Adapts communication style to suit audience, projects personal credibility, and is a self-starter.
Salary
$120,000 - $180,000 per annum
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