This is customer facing role for an experienced service analyst to join an established Cloud Operations team within a major financial technology solutions provider. The right candidate will be a key contact point for the Cloud Services Team engagement with clients, coordinating service issues and resolutions aligned to the ITIL Service Management framework.
The ideal candidate must be conversant with the detailed service processes and procedures around the management of remote secure data centres. The Cloud Services infrastructure is hosted by a third party on behalf of the client base and is distributed globally. Managing the cloud service provider to deliver the services as per the SLA is key to ensuring client services can be delivered in line with contractual service level agreements.
Experience in dealing with demanding client requirements is essential and the ideal candidate must excel in managing and prioritising time critical issues and tasks while maintaining a calm and collective demeanour in response to internal and external challenges.
A key aspect of the role will be the coordination and management of critical customer issues ensuring a sense of urgency and responsiveness to meet key target service levels. All aspects of critical incidents must be documented including the timeline of events, key actions and decisions, root cause evidence and all customer and 3rd party interventions.
The cloud services are subject to the SSAE18 control framework and compliance to the framework is critical to our client obligations and retention. There will be a high level of activity in this role to providing assurance that audit/control processes and documentary evidence to support compliance to the framework are available for audit review in a timely manner.
The Service Analyst will have an in depth understanding of how to analyse and present service management metrics and statistics, identify trends and opportunities for service improvement to drive customer value and satisfaction.
Candidates should be familiar with Windows Server, Citrix, Active Directory (AD), Swift, VM, Apache/Tomcat and UNIX/Linux environments. This is not essential.
Accurate production of all client’s monthly service reports
Monitoring and reporting of all Service Level exceptions
Management of all Incidents and Problems, Changes and Releases
Management of critical ITIL service management processes
Production of key service metrics with service improvement plans
Responsible for the coordination of customer facing meetings and service reviews
Driving a “customer first” culture through the Cloud Operations team
Assisting SSAE18 external auditors with all requests for information
Required Skills, Experience and Qualifications :
Excellent verbal and written communication skills are essential
In depth experience in dealing with client engagement and sustaining a healthy client relationship by consistently delivering to expectation in a timely and efficient manner
Proven experience in managing and delivering key ITIL service processes
ITIL Service Management Accreditation desirable
Experience in working in a security-oriented environment is desirable including exposure to any of the following frameworks: SSAE18, ISO 27001, SAS70, COBIT & SOX
We’re a diverse group of visionary innovators who provide trading and workflow automation software, high-value analytics, and strategic consulting to corporations, central banks, financial institutions, and governments. Founded in 1999, we’ve achieved tremendous growth by bringing together some of the best and most successful financial technology companies in the world.
Over 2,000 of the world’s leading corporations, including 50% of the Fortune 500 and 30% of the world’s central banks, trust ION solutions to manage their cash, in-house banking, commodity supply chain, trading and risk.
Over 800 of the world’s leading banks and broker-dealers use our electronic trading platforms to operate the world’s financial market infrastructure.
With 10,000 employees and offices in more than 40 cities around the globe, ION is a rapidly expanding and dynamic group.
At ION, we offer careers that provide many opportunities: To invent. To design. To collaborate. To build. To transform businesses and empower people around the world to do more, faster and better than before. Imagine what you can do and experience. This is where you can do your best work.