Global Consultancy Support Specialist
4 days ago
Position Overview
The Support Specialist plays a crucial role in the Incident Management Process and system monitoring based on ITIL best practices tailored to Unity Partners' needs. We uphold a high standard of service delivery and seek an individual with a multifaceted skill set that includes excellent customer service abilities, critical thinking, and a keen eye for time-sensitive tasks in a dynamic environment.
**Key Responsibilities:**
- Manage the incident, change, and service request lifecycle; escalate to appropriate support groups when necessary.
- Conduct Start of Day calls and project meetings with teams across various regions and clients.
- Engage in live service monitoring, logging, and intelligent alerting for the system.
- Take ownership of customer-reported issues and ensure problems are resolved satisfactorily.
- Actively contribute to the continuous development of the team, including the enhancement of technical documentation.
**Requirements and Qualifications:
- Ability to thrive in a fast-paced environment while maintaining a strong focus on detail.
- Mandatory experience with ITSM tools such as FreshService, ServiceNow.
- Previous involvement in a service desk or data center operations is advantageous.
- Familiarity with UNIX/Linux, scripting, and troubleshooting is a plus.
- Minimum of 5 years of professional experience in financial institutions or financial services.
**Essential Qualifications:**
- Diploma holder or above.
- Knowledge of market data products like LSEG (TREP) and BPIPE.
- Proficiency in handling large-scale, high-frequency, low-latency distributed applications.
- ITIL certification (v3 or v4 Foundation).
- Familiarity with Agile methodologies.
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