Responsibilities

• 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

Required Experience, Skills and Competencies

• 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

Preferred Experience and Skills

• 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.