Job Description

Who we're looking for We’re looking for a Lead Support Analyst to join our Global Technology (GT) Operations Support Team based in Singapore. This role will report to the Global Technology Manager for Operations Support APAC and you should have experience working in a support role in an Asset Management back-office operations. Ability to work under pressure, problem solving issues and ensuring excellent client engagement is crucial for this role.

About Schroders We're a global investment manager. We help institutions, intermediaries and individuals around the world invest money to meet their goals, fulfil their ambitions, and prepare for the future. We have around 5,000 people on six continents. And we've been around for over 200 years but keep adapting as society and technology changes. What doesn't change is our commitment to helping our clients, and society, prosper

The base The role will be based in our APAC regional hub in Singapore, with a mix of working from home as well as working from our central business district office in Capita Green.

The team The GT Operations Support team consists of 28 staff in 4 global locations, London, Singapore, Cochin and New York supporting over 80 global applications 24/5 which are used by Investment Operations, Data Services and Funds Operation departments ranging from in-house built applications, 3rd party vendor applications and Cloud based applications.

What you’ll do

• Provide support for regional systems and London based global systems
• Handle business user queries, processes, data and usability
• Provide 1st & 2nd line support to the business in Asia, Europe, UK and US
• Own all reported application incidents through to successful resolution
• Reduce incidents through continuous support process improvement
• Sponsor change required to drive down support issues
• Monitor production environment processes
  

Key Responsibilities:

• Ensuring that incidents are correctly processed, assessing business and technical impact and severity
• Interact with the Operations Technology Delivery Agile team and external 3rd party vendors to troubleshoot and resolve complex problems
• Taking ownership of application incidents and ensuring that they are resolved, this includes retaining ownership of incidents that require 3rd Line or GT Change activity to resolve
• Ensuring communication to the business community remains active
• Monitoring of application events alerts, job schedules, capacity monitors and performance KPI’s.
• Creation and ownership of change requests are raised to address any of the above issues
• Working with the Support Capability Lead for GPS contributing to the continuous support improvement process
• Perform system health checks and proactive maintenance tasks
• Proactively share knowledge with the team and update the knowledge base with support documentation (Confluence and SharePoint)
• Work to provide services to agreed SLA’s
• Implementation of Application configuration settings onto the Production environment.

The knowledge, experience and qualifications you’ll need

• Minimum 5 years of experience in a support analyst role in a financial industry
• Experience working on Markit EDM platform (Enterprise Data Management
• Experience on support and/or development of applications with a SQL Server or Oracle back-end database such as writing SQL based queries
• Working knowledge of BISAM B-One: Performance Measurement & Attribution)
• Working knowledge of Vermilion :Client Valuation Reporting
• Experience working on Microsoft Azure Cloud
• Experience on MS Windows Architecture and its integration
• Experience working on Agile methodology
• Experience on Windows AD Groups and Role Based Security knowledge
• Experience working in an environment where part or all of application support is offshore

What you'll be like

• Enjoys technical and analytical work
• Ability to work under pressure and to deadlines
• Enjoys problem solving, planning and organizing
• Enjoys working in a team environment and willingness to develop a broad business and application/system knowledge
• Ability to work independently and manage time effectively within a support working environment

We're looking for the best, whoever they are Schroders is an equal opportunities employer. You're welcome here whatever your socio-economic background, race, sex, gender identity, sexual orientation, religious belief, age or disability.

Salary expectations of candidates will be considered when assessing suitable candidates. Due to the high volume of applicants, only shortlisted candidates will be contacted.

(SIN01817)