IT Support Lead for Security Financing

Frontline Support for Equity Prime Brokerage Systems

• Deliver Level 1 and Level 2 technical support to front-office users of critical information systems supporting Equity Prime Brokerage and financing activities.
• Manage a diverse range of systems, including order processing, bookkeeping, and position management platforms.
• Handle user requests and incident flows through multiple communication channels, such as live trading floor interactions, phone calls, and other mediums, while adhering to ITIL framework and established core processes.

Problem Management and Escalation

• Analyze and document end-user issues, assess their criticality and priority, and resolve them effectively.
• Escalate complex issues to higher support levels when necessary, ensuring timely and accurate feedback to users.
• Translate recurring problems into actionable user stories, adding them to the product backlog for prioritization and task planning

Incident Reporting and Process Adherence

• Provide regular updates to management on incidents and issues, ensuring strict compliance with technology processes for incident, problem, and request management.
• Uphold the organizations code of conduct and maintain a high standard of professionalism in all interactions.

Monitoring and System Optimization

• Leverage technical expertise to design and enhance monitoring systems using available tools, ensuring they align with business needs.
• Proactively identify opportunities to improve monitoring efficiency and take the initiative to implement enhancements.

Technical Troubleshooting and Debugging

• Lead investigations to resolve technical issues independently, utilizing strong UNIX and SQL skills to analyze system errors, generate reports, and debug code.
• Develop scripts to extend platform capabilities, automate monitoring, and improve error detection.
• Collaborate with developers to enhance the core systems supporting business activities.

Global Collaboration and Follow-the-Sun Model

• Actively contribute to the Follow-the-Sun support model by collaborating with global teams in Europe and the Americas.
• Ensure seamless handovers and leverage the global setup to provide consistent, high-quality support.

Stakeholder Engagement and Communication

• Maintain open communication with end users, providing timely updates on escalated issues and resolutions.
• Coordinate with technology and infrastructure teams to address client needs, expectations, and concerns.
• Organize and lead follow-up meetings with stakeholders, formalizing issues and escalating them to global teams when required.

Risk Management and Continuous Improvement

• Identify risks and opportunities in daily operations, taking proactive steps to mitigate risks and enhance efficiency.
• Support peers and team members as needed, fostering a collaborative and supportive work environment.

Autonomy and Initiative

• Operate independently to assist end users promptly and effectively, demonstrating a high degree of autonomy and accountability.
• Exhibit curiosity and an open-minded approach to rationalize and improve existing systems and processes.

Team Leadership and Collaboration

• Act as a strong team player and leader, guiding and mentoring team members to achieve collective goals.
• Foster a culture of collaboration, knowledge sharing, and continuous learning within the team.

Information :

• Company : Societe Generale
• Position : IT Support Lead for Security Financing
• Location : Hong Kong
• Country : HK