Highly Skilled IT Operations Specialist

3 days ago

Dublin, Dublin City, Ireland beBeeOperational Full time €100,000 - €110,000
Job Description:

We are seeking a highly skilled IT professional to oversee the daily operations of our workspace. The successful candidate will be responsible for ensuring that all systems and services are running smoothly and efficiently.

Key Responsibilities:
  • The role involves direct reportage to the European Manager based in London
  • Oversight, supervision, and leadership of a Workspace team of 3 members
  • Mentorship and development of team members through regular training, performance reviews, and continuous learning initiatives.
  • Establishment of performance metrics and adherence to service level agreements (SLAs) and operational standards
  • Management of receipt of service requests through various communication channels
  • Prioritization of support calls and requests based upon business impact
  • Resolution of support calls either via remote tools or on-site desktop visit to an acceptable standard and within a suitable timeframe
  • Timely notification and escalation of possible issues/problems, options, and recommendations for prompt resolution
  • Identification and recommendation of opportunities to enhance productivity, effectiveness, and operational efficiency of the business unit and/or team
  • Initiation and leadership of escalation and resolution for business impacting workspace issues
  • Effective handling of incident management for outages; effective communication to clients during service outages and ensuring that they are resolved efficiently with minimal impact to stakeholders
  • Support for the lifecycle, launch, and retirement of workspace services and establishment of robust operational processes and procedures
  • Driving of continuous service and process improvement
  • Service and support ticket reporting and governance
  • Partnership with local stakeholders and collation of end-user experience feedback
  • Consultation with other functional areas to provide technical expertise on area of specialization by acting as a reference on technology, trends, and processes related to own area
  • Providing Front and Back Office system technical support for trading floor and support function applications including all Reuters products, Bloomberg products, Tradeweb, and ICAP apps
  • Setting realistic expectations for service delivery, communicating frequently with customers, and providing technical expertise as required
  • Offering 3rd level support for in-depth fault analysis resulting in direct technical dialogue with internal application developers, support functions, and external vendors

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