Client Support Team Lead

Pico fuels the global capital markets community by providing exceptional market data services and customized managed infrastructure solutions.  As financial industry experts at the center of markets and technology, we help our clients efficiently scale their business and quickly access markets. From infrastructure to connectivity, we support our clients through the full trading lifecycle.  We are a global company headquartered in New York, with offices in Chicago, London, Singapore, Hong Kong and Tokyo.

 

Purpose of the role

In the coming months, we may have an opening in Pico’s Client Support Team. These roles provide critical front-line support across all aspects of Pico’s infrastructure. Working as a global team, the Client Support team are responsible for the pro-active monitoring of Pico’s infrastructure, performing initial triage of alerts and inbound support requests, and the creation and assignment of support cases into the Level 2 operational support teams. This is a client facing role with a high-level of client interaction and the individual will be responsible for delivering a high-quality of service and support to Pico’s clients. The team lead position is an individual contributor role where you have the opportunity to lead by example, as well as drive the team on the day-to-day activities. The ideal candidate will have a demonstrated interest in Technology and Finance. If you are interested in an opportunity to at Pico, apply today!

 

Responsibilities and duties (incl. but not limited to)

• Monitor Pico’s various monitoring and alert systems, monitor the Service Operation’s email and respond to the Service Operation hotline.
• Record all issues within Pico’s CRM system.
• Provide first level problem determination/triage on all issues (network/systems/application).
• Acknowledge and resolve clients’ inquiries and issues within the prescribed Operational Level Agreement (OLA).
• Engage the relevant Subject Matter Experts and other Service Operation personnel so they see the issue through to successful resolution within the agreed SLA escalation matrix.
• Interface with clients, vendors, market participants, and financial exchanges. Manage formal communications to clients.
• Generate statistics on issues raised, resolved, time to resolution and other Key Performance Indicators.
• Foster open communication between team members, peer team members, and managers to bring forward ideas on how they can collectively deliver more effective service.
• In fulfillment of the role, work as part of a global team that provides 24x7 Client Support coverage on a rotation basis.
• Take responsibility for customer escalations and ensure that internal and external escalation procedures are followed. Ensure rigorous incident management processes are in place and followed.
• Ensure ITIL operational procedures and practices are well defined, documented and consistently applied.
• Drive a continual service improvement program based on a desire to become a world class IT Services Organization

 

Education, Skills and Background (incl. Education and Experience Requirements)

• 7+ years of experience in a technical operations organization including ITIL framework. Similar customer facing role preferred.
• Third Level Degree or diploma in Computer Science, Computer Engineering or a related discipline.
• Have 2+ years in a team lead role, or similar.
• Experience in a financial industry support role preferred.
• Excellent verbal and written English-language communication skills to effectively manage the customer relationship.
• Strong process discipline with a working knowledge of Salesforce or other CRM system preferred
• Working knowledge of Linux & Windows systems, network configuration, and general troubleshooting.
• Ability to work constructively together as part of a team, sharing ideas and resources.
• Experience identifying opportunities for efficiency, cost reduction and continuous improvement. Be passionate about delivering exceptional service.

 

Desirable Skills

• ITIL certification.
• Understanding of Financial Markets (Equity, Futures, Options).

 

Attributes

• Motivated and committed to excellence.
• Organized, methodical, and detail oriented.
• Good interpersonal skills, especially with clients.
• Ability to proactively engage the required resources to ensure the client expectation is exceeded in a timely manner.
• Results oriented, dedicated and ability to work on own initiative and as team player, attention to detail and ability to deliver to tight deadlines.
• Can quickly grasp and learn new concept and technologies.
• Ability to remain calm and professional while dealing wit