Job Description

Reporting to the Global Head of Service Desk, the APAC IT Manager is primarily responsible for the day to day running of the APAC Service Desk, supporting our users and local infrastructure within a fast-paced Trading environment.

Based in our Singapore office and supported by a team of IT Analysts across the region, the role focusses on supplying high quality and timely support to maintain and enhance end user technology services, as well as project deliverables and coordination. This role will require travel across Marex sites, such as Hong Kong and Sydney.

Working with peer IT Managers in other regions and supported by Global Infrastructure and Application teams, the APAC IT Manager will apply Technology standards within the region and act as the point of contact for Senior local stakeholders to ensure support needs are met.

Within our Technology area, the Service Desk is responsible for the end user support of the APAC region and local infrastructure. The Service Desk Team is central to the success of the organisation and works with the global IT teams across Europe, MENA and North America to monitor and maintain services to ensure maximum uptime and service delivery to the business.

Accountabilities

• Responsible for day to day running of the APAC Service Desk and working closely with London, Europe, MENA & US counterparts.
• Ensuring the team accurately log, update and resolve all Incidents, Service requests and Changes in the Service Desk system (JIRA)
• Ensure that tickets assigned to the service desk are dealt with within SLA
• Assist the Head of IT Service Desk with ensuring the team follow the Marex Incident, Service Request, Change and Problem management processes
• Take ownership of project tasks accomplish objectives in a timely fashion
• Ensure APAC stakeholders are kept informed regarding project deliverables (and work with them regarding prioritisation)
• Ensuring Global standards are implemented and any exception requests managed
• Day to day monitoring of local systems and services
• Assist the Head of IT Service Desk with improvement to the service desk systems and processes
• Management and timely resolution of Service Desk tickets, reporting as required to APAC stakeholders
• Effective escalation of tickets
• Ensure customers are dealt with professionally and efficiently
• Knowledge sharing with other team members through a knowledge base system
• Support of standard Microsoft technologies and onsite infrastructure, with support from offsite Global specialist teams
• Support of the onsite telephony systems, including the Cloud 9, RedBox Voice Recording & CUCM platforms
• Ensure technical skills are updated in line with company requirements
• Endeavour to align working practices to ITIL framework where appropriate
• In conjunction with the IT Support Analyst - providing out of hours support to users as per On Call Rota and supporting change/operational initiatives that are required to be actioned out of hours
• Providing support in conjunction with local IT Support Analyst to cover business working patterns, Monday to Friday.
• Working closely with other Technology departments to ensure smooth transition into production of new services.
• Manage and work closely with IT and Advocates on new systems/changes.
• In addition to the above, all members of the APAC IT team are expected to contribute to key project and maintenance tasks, which can include weekend work.Supports the management of relationships with vendors, coordinates renewals and identifies cost/value optimisation initiatives that meet the organisation\'s objectives

• Adhere to the operational risk framework for your role ensuring that all regulatory or company determined parameters are complied with.
• Role model for demonstrating highest level standards of integrity and conduct and reflecting Company Values
• At all times complying with the FCA\'s and Local Regulator Code of Conduct
• The Company may require you to carry out other duties from time to time.

• Resilient in a challenging, fast-paced environment
• Strategic collaborator with insight and agility, able to anticipate future challenges, ensuring operational effectiveness
• Ensure that you are fully aware of and adhere to internal policies that relate to you, your role or any other activities for which you have any level of responsibility
• Report any breaches of policy to Compliance and/ or your supervisor as required
• Escalate risk events immediately
• Provide input to risk management processes, as required.
• Experience working in a regulated environment and knowledge of the risk and compliance requirements associated with this.
• Forward thinking
• Strong Oral and Written Communication Skills
• Motivational Skills
• Results-Oriented
• Strong analytical and troubleshooting skills

• Previous experience of working in the Banking/Finance sector is essential
• Previous experience of working in the trading/exchange sector is highly desirable
• +5 years Standard Microsoft Technologies - M365, Windows 10
• +5 years Microsoft Active Directory (DNS/DHCPs/GPOs etc.)
• Endpoint Central, LanSweeper, Mimecast, Atlassian
• Cloud 9 / Foundation IP Technology (Networking/Telephony)
• Understanding of Storage and Fileservers

• Preferably degree educated and a BEng/Bsc or equivalent

Marex