IT Operations Specialist

il y a 2 jours

Paris, Île-de-France Point72 Temps plein
About the Role

We are seeking a highly skilled IT Operations Specialist to join our team at Point72. As an IT Operations Specialist, you will play a critical role in providing exceptional technology services to our clients across the Firm.

Key Responsibilities
  • Provide hands-on technical support and insightful advice to clients
  • Focus on delivering best-in-class support experiences
  • Acknowledge and address all client queries, requirements, and needs with patience and empathy
  • Provide guidance and training to clients on current technology and corporate policies
  • Educate clients on new technologies and processes to enhance technology adoption
  • Promote client empowerment through self-service portals
  • Manage client expectations to enhance the overall technology experience
  • Establish and maintain service level relationships with local and off-site technology service providers
  • Develop written project plans to manage small and large-scale projects
  • Be available to provide rotational, 24x7 on-call support
  • Be flexible and available for domestic and international travel
  • Quickly diagnose and resolve technology issues
  • Provide clients with training and advice on Point72-related technologies and transformations
  • Perform moves, adds, and changes as needed
  • Utilize Jira Service Management to document and track all Incidents, Problems, and Requests
  • Provide written documentation, updates, and root cause analysis on IT issues to management as required
  • Create knowledge-based articles for newly discovered issues
  • Perform daily AM and PM system checks as per documented procedures
  • Create and distribute status reports
Requirements
  • Minimum 4 years of experience in client service, desktop support, or technical support role
  • Bachelor's degree from an accredited institution with a concentration in Technology, Computer Science, or related discipline
  • Previous experience supporting investment professionals in the financial industry
  • Knowledge of market data and electronic trading platforms such as Bloomberg, Neovest, etc.
  • Scripting and automation using tools such as PowerShell, Splunk, etc.
  • Ability to troubleshoot and remediate complex issues across the entire Firm, provide Root Cause Analyses (RCA), and make recommendations to mitigate future risk
  • Ability to provide best-in-class customer service and technology support
  • Ability to identify issues that need urgent attention, depending on your knowledge of the business impact of the issue
  • Ability to maintain composure and focus in a fast-paced, high-pressure environment
  • Ability to work independently, while engaging and supporting the global technology team

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