Lead Production Support

2 weeks ago

Toronto, Canada eTeam Inc. Full time

***

We are seeking a leader with the experience to lead our Application Support teams with encompasses Fixed Income Markets function. Monitors, restores service, changes, supports, and handles day-to-day activities required to run the mission critical systems for the company ensuring business service levels are met and environments are managed. Provides the Help/Service Desk support, as well as coordinates and facilitates Incident Management, effective Problem management, and engages 3rd party providers and/or Development as required.
- Fosters a culture aligned values and strategy and role models and company values and behaviors in all that they do.
- Experience/knowledge in ' Trade Order Management Solutions (TOMS) ' is required for this role. Bloomberg product knowledge is a plus
- Ensures alignment between values and behavior that fosters diversity and inclusion.
- Regularly connects work to ORAGNISATIONs purpose, sets inspirational goals, defines clear expected outcomes, and ensures clear accountability for follow through.
- Ability to work in a trade floor, prioritize, and manage user expectations.
- Builds interdependent teams that collaborate across functional and operating groups to create the highest value for all stakeholders.
- Improves team performance, recognizes and rewards performance, coaches employees, supports their development, and manages poor performance.
- Recommends and implements solutions based on analysis of issues and implications for the business.
- Identifies emerging issues and trends to inform decision-making.
- Manages resources and leads the execution of strategic initiatives to deliver on business and financial goals.
- Breaks down strategic problems, and analyses data and information to provide insights and recommendations.
- Leads the execution of operational programs; assesses and adapts as needed to ensure quality of execution.
- Proactively monitors system performance, exceptions, and identifies operational improvements, in ensuring smooth and consistent customer and business partner delivery.
- Supports deployment activities, managing implementation issues to resolution.
- Provides initial triage, investigation and ensures fast turnaround times on issue/incident resolution.
- Develops or helps to develop the knowledge assets required for the operation.
- Promotes adherence to standards and industry best practices.
- Identifies opportunities to strengthen the operational capability, such as: sharing expertise to promote technical development, mentoring employees, building communities of practice and networks across technology.
- Implements changes in response to shifting trends.
- Broader work or accountabilities may be assigned as needed.

**Qualifications**:
***
- Typically 5-7 years of work experience in IT and/or BS/BA or MBA/MS in computer science, engineering, information systems, math or business.
- Ideally with hands-on functional and technical troubleshooting expertise in any of the following systems: Broadway, ION Trading, Bloomberg TOMS, Client products, or similar platforms.
- Understanding of Information Technology operating processes used for systems to ensure effective delivery including but not limited to IT Operations mandatory operating standards for monitoring, logging, and alerting.
- Knowledge of support and operations practice, concepts, and technology obtained through formal training and/or work experience.
- Seasoned professional with a combination of education, experience and industry knowledge.
- Experience leading a small team.
- ITIL Foundation
- Python, ITRS Monitoring, verbal & written communication skills.
- Analytical and problem solving skills - In-depth / Expert.
- Influence skills - In-depth / Expert.
- Collaboration & team skills; with a focus on cross-group collaboration - In-depth / Expert.
- Data driven decision making - In-depth / Expert.

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