Technical Service Manager
Confirmed live in the last 24 hours
New York, NY, USA
Experience Level
Desired Skills
Customer Service
  • Outstanding presentation and communication skills (verbal & written)
  • Exposure to complex, interactive, transactional software systems is required
  • A minimum of three years experience demonstrating knowledge of Sell Side Equities trading business flows and markets
  • Understanding of technology and an ability to rephrase technical concepts in everyday, easy to understand language
  • Exceptional customer service and relationship building skills
  • Strong analytical skills and detail orientation
  • Self-motivated and proactive
  • Bachelor's degree or equivalent experience in Business or Computer Science or a numerate discipline
  • Experiencein a software product vendor or consultancy services company highly preferred
  • Experience with Equities Options Trading
  • Experience with Convertible Swaps
  • Fluency in Portuguese and / or Spanish
  • Develop and maintain strong relationships with customers with specific focus around managing their production environment
  • Take the lead on and manage significant service impacting incidents ensuring proper communication both internally and externally
  • Facilitate communication on sensitive or complex issues with the customer and product support specialists where necessary
  • Act as a senior escalation point for the customer on all issues pertaining to their production environment
  • Coordinate post incident follow up and prepare customer facing Incident Reports detailing root cause analysis and prevention of significant outages
  • Regularly meet with assigned customers to discuss the production support engagement to elicit feedback and ensure that the Fidessa Support service is working well for their needs
  • Monitor performance of support against client SLA's, and report regularly on performance
  • Examine metrics to identify trends and take appropriate action where this is required. Identify persistent / significant problem areas and ensure these are resolved, working with managers and service architects as required
  • Work closely with other regions to ensure a consistent service for global customers
ION Group

1,001-5,000 employees

Holding company
Company Overview
ION software wants to help improve decision-making, increase efficiency, simplify complex processes and empower people. They enable financial institutions, central banks and corporations to digitize and automate their most business critical processes.
  • Health, dental, and vision insurance
  • AD&D and disability insurance
  • Flexible spending account
  • Health savings account
  • Life insurance
  • Mental health care
  • 401K plan
  • Performance bonus
  • Supplemental workers' compensation
  • Family medical leave & parental leave
  • PTO, paid holidays, sick days, bereavement leave, and volunteer time off
  • Commuter checks
  • Company social events
  • Employee assistance program
  • Free lunch
  • mobile phone discount
Company Core Values
  • We are entrepreneurial.
  • We are imaginative.
  • We are rigorous.
  • We think long-term.
  • We progress together.