Manage/reprocess second/third supplies, and roll back supplies as dictated by the business, Process/Troubleshoot/Resolve/Escalate to ensure on time delivery of feed processing to ensure regional intra-day/EOD deliveries within stated SLA, Process/Troubleshoot/Resolve/Escalate to ensure on time delivery to all downstream delivery within stated SLA, Notify/Manage communications for all upstream/downstream delivery delays, Troubleshoot/Resolve/Escalate application servers, web servers, messaging systems, web-based systems issues, Troubleshoot/Resolve/Escalation of all application issues, data issues, Ensure allocation/resolving of all user queries from business and track appropriately in Alacrity, Address/Escalate all production issues in a timely manner and avoid BPI impact. I assume it must be L1 support in which case the role and responsibilities would include checking the tickets that have come into the Queue , following the run book of activities and monitoring alerts raised by the system. SLA's include, but are not limited to; customer status updates, issue escalation and responsiveness of Account Managers, Client Engagement / Support / Customer Service / Communication, Act as a dedicated support contact for multiple high level customers; assisting AM’s, Identify with and become accustomed to products and systems used by assigned customers, Demonstrate knowledge and understanding of Equator solutions, products and processes; driving solutions, Build relationships with key client decision makers; ensure customer satisfaction and engagement by confirming client expectations met, Work with internal and clients’ project management teams; confirm project on track and service levels maintained, Review contract and maintenance agreements; coordinate timely renewals for each client, Confirm accuracy of all customer renewal data in the system for which the PSM is directly responsible, Ensure ongoing and structured communications are maintained with assigned accounts, Coordinate and schedule onsite visits to enhance customer satisfaction and engagement; propose increased usage and functionality of Equator products and solutions, Bachelors Degree or equivalent combination of relevant education and experience, Minimum of 3 to 5 Years of client relations experience, Knowledge of the software industry and typical product deployment preferred; installation, troubleshooting, upgrading and integration, Versed in Microsoft; including Word, Excel, PowerPoint, Access, including client and server-side technologies, High level of business acumen and quick thinking; effective decision making, Self motivated and drive to succeed; work proactively with a minimal level of direct supervision, Experience working with and understanding contracts; effective negotiation skills, Organizational and administrative skills, including problem solving and analytical skills, Ability to manage technical projects and coordinate internal resources to solve technical issues, Strong relationship / customer management skills; experienced with multiple dedicated clients in technical support environment, Ability to multitask and prioritize job requirements; planning and coordination management, Strong personal interaction, presentation and phone interaction skills; ensure professional level etiquette, Ability to travel with minimal notice; on call as necessary, Fix issues in a timely manner ensuring guideline dates are met, Provide production support to customers (internal & external) through troubleshooting, problem analysis, and resolution to correct issues, including fixing code defects, Maintain and improve the stability of our applications, Assist analysis and troubleshooting during emergencies with our production systems, Code review changes in our biweekly maintenance releases, Code review selected changes in our 3 times yearly major releases, Support and maintain the company’s existing production software solutions and core technologies, Ensure application uptime by monitoring production applications, Active participation in quality assurance of products through the use of SciQuest standards, practices, and configuration management, Chair and participate in Project Working Group to improve production stability, Assist in the identification and development of KPIs, Create and manage regular dashboard reports for management review, Ability to interpret data to develop action plans to improve business processes, Ability to adapt to and be flexible with constant change and wear multiple hats, Passion for delivering a great customer experience at scale, Strong communication skills and ability to empathize with customers, Competitive spirit and ability to lead and motivate teams, Demonstrated financial and analytical skills, Team motivation through employee engagements programs, Ability to manage team size of 6-10 people, Effective communication, sound planning and organizing, customer relationship, analytical thinking, problem solving, prioritization and flexibility, Understanding customer needs and priorities to providing quality services, Can write and provide executive summary to senior management, Skill development for team to ensure smooth delivery, Can communicate to peers, senior line management and senior business stakeholders.
Responsible for customer interactions… Must have analytical inquisitiveness and problem solving ability; an ability to ask insightful questions, break analytical challenges into workable components and draw meaningful conclusions, Must be persuasive and capable of working in groups. (Incident, Problem and Change Management), Experience in Microsoft suite (Visio, Power Point, Word, Excel ), Project Management, Sharepoint, collaboration tools (Jira), Work in a safe and controlled mannerfollow all safety guidelines and procedures when operating equipment and working in surrounding area. repeatedly, 1+ years of experience with Optum Technology systems such as HPSM, UHG AppStore, Service Request Center, APS and Secure, Familiarity with use of Business Segment Liaison (BSL) Tools and Processes, Microsoft Office Specialist Certificate - (MOS): MS Office Excel 2010 or 2013, Experience receiving/performing assignments in a work queue, Experience working with a helpdesk ticketing system, Must have ability to communicate effectively and in a positive manner, You will participate in cross-functional requirements and implementation discussions to review the impact of application changes, Work with business and product teams to prioritize and communicate status and progress toward daily and weekly deliverables, Participate in estimating the effort and timelines for delivery, Implement end-to-end setup for clients in the low-latency, high-frequency space including rollout to production, and post-release checks, Ensure comprehensive integration testing coverage exists by understanding the test scope and approach, Work with Application Development and Business Analyst teams to participate in solution design and ensure testability of functions and application, Present and/or escalate project and technical needs, 2 – 4 years' experience with Financial Information eXchange (FIX) protocol, 2 – 4 years' experience in trading technology required, 2 – 4 years' experience with business analysis and project management, Applications development or quality assurance testing experience a plus, Release management experience a plus - implementing production releases, running checks, ensuring environment stability etc, 3+ years of experience with STARLIMS v9 and v11, 3+ years of experience with testing STARLIMS applications, Knowledge of source control and Agile development, 3+ years of experience with consulting or federal IT, Experience with working in a Federal IT or Fortune 500 IT company, 2+ years of experience with STARLIMS v9 and v11, 2+ years of experience with providing production support and testing, 2+ years of experience with consulting or federal IT, Manage team of production support engineers for business requests and reported impact, Build and maintain strong partnerships with business stakeholders, application development personnel, and infrastructure contacts, Troubleshooting of complex systems issues, Accurate tracking of support effort to enable effective management reporting, Prior experience supervising staffing in a technology trading environment, Strong Communication Skills – both written and oral, Understanding knowledge on application Infrastructure components like database, middleware, Citrix, network, UNIX/Linux and Windows Server familiarity, Level of DB technologies (Sybase, Oracle) should reflect 2-4 years experience, Ability to work independently on projects and manage concurrent tasks, Support the Seattle investment sales teams in pursuing new business and preparing sales packages, Perform complex financial analyses with minimal supervision, including cash flow projections, valuation models, and sensitivity analyses, Will be responsible for preparing materials for clients and leading the Due Diligence efforts as well as be on tours for properties the team is selling, Write offering memorandums and proposals for new or existing assignments/pursuits, Prepare presentation and pitch materials for new business pursuits, Evaluate due diligence materials including leases, financial statements and other documents related to the operation of commercial real estate assets, Gather and evaluate economic, demographic and real estate market data for input into project specific deliverables, Bachelor’s Degree with coursework in accounting, finance, economics and/or real estate, with exceptional academic credentials required (please indicate GPA on resume), 5+ years of work experience in Finance or Real Estate, Commercial real estate background (preferably with a firm engaged in brokerage, investing, consulting or appraisal) is required, Solid written and oral communication skills (applicant will need to submit previous work product), Proficiency with Argus valuation software is not required but a working knowledge is strongly preferred, Ability to analyze qualitative and quantitative information and translate into strategic deliverables, Strong computer orientation and proficiency with Excel, PowerPoint and Word software is required, Ability to work independently and within a team on a wide variety of projects, Ability to be very detail oriented while balancing multiple projects, Ability to multi-task, work successfully under pressure and effectively manage time and workload, Ability to reprioritize tasks on a daily basis given varying team requirements, Advanced understanding of real estate fundamentals, economic metrics, and research processes, A desire to work within a diverse, collaborative, and driven professional environment, Strong communications skills is a must with business, development, and management, Minimum 4-7 years� experience in trade floor Production Support in Fixed Income, Very Strong investigative skills, matched by deep techincal and business knowledge, Self-starter who is confident to work on his own when required, Working knowledge of Fixed Income products (Rates, Credit, Securitized Products, FX, etc.).