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Systems Support Manager
3 months ago
Job ID:
| Location: Southampton
Reports to Systems Support Manager
This is a junior management position which will provide direction, mentorship, and support to junior and senior members of the Client Applications Support Services "CASS" team.
You will support Aztec's various business functions, working with our Client Facing teams "CFT's", project managers, departmental heads and, where necessary, external clients and vendors to drive continuous improvement and prompt resolution of issues. You will conduct continual reviews of systems and processes to drive innovation and efficiency improvements and perform administrative duties in line with Aztec policies including those concerned with management of CASS staff.
Key Responsibilities
- Provide support to various business functions to drive system and process improvements and ensuring the timely and accurate investigation and resolution of issues.
- To ensure that all Service Requests (SR) are assessed, and business approval is sought wherever an issue requires significant amounts of time to resolve so that we can determine whether the request is appropriate, and if so whether it will be recharged to the client or the cost be borne by the business.
- Provide scoping / support with requirement gathering on larger system enhancements and projects to assist the appropriate direction of development in line with team and business best practices.
- Provide triage to SRs and incidents to ascertain if the matter has been raised correctly, if any additional information is required, determine whether the issue appears to be data / user related and assess the complexity to assist CASS team in Business as Usual (BAU) allocations, or whether to pass to the operational support team.
- Lead morning BAU allocation stand-up meetings to properly manage aged SRs and incidents and assess team capacity on an on-going basis.
- Work with other CASS managers to set weekly resourcing of BAU, Continuous Improvement Requests (CIR), projects, migrations/onboarding and communicate this to the team.
- Allocation of tasks to junior and senior team members to be processed each day to support business SLAs and prompt deliverables.
- Ensure that any system developments, enhancements, or corrections follow the correct change process through documentation, testing, approval board and deployment.
- Review changes raised to ensure completeness and accuracy before being submitted for approval, supporting more junior team to rectify and improve quality going forward.
- For any SRs that are identified as core system developments that would affect multiple clients in line with the rollout procedures, create CIRs to track release.
- To provide guidance, advice, coaching and mentorship to develop junior and senior members of staff through regular 121s and assistance of their deliverables.
- Manage CASS team members leave and absence and ensure this is correctly recorded in the appropriate systems and team calendars to assist team resourcing
- Identify and organise training and user guidance to CFTs and other stakeholders where relevant, coordinating with the operational support team and the Aztec academy.
- Leading a team and actively managing the on-going training and development requirements as well as individual appraisals
- Liaise with third party vendors and support teams in project initiation, scoping, development, and issue resolution.
Skills, knowledge, and expertise
- 5+ years experience in a similar role and experience in a financial services environment is essential
- Knowledge of report writing tools such as TSQL, SAS, Front Reports, MS Excel (including macros)
- Experience working in team, providing training and development to more junior team members
- Accounting experience and/or accounting qualification is preferable (but not essential)
- Exposure to Private Equity products such as eFront, FrontInvest, Yardi, Viewpoint or similar would be highly advantageous
- Exposure to a Project Management environment, including co-ordination and planning of actions and resources
We will provide the training, both in house for relevant technical knowledge and professional qualifications to enhance your professional development. You will need to be quick to learn new systems and great with people, as close working relationships between our colleagues and clients is at the heart of what we do.
Who are we?
Aztec Group has come a long way since first opening its doors in Jersey back in 2001. Our size and reach may have changed, but one thing that hasn't is our identity – we're proud to be a truly independent, owner-managed business that puts our people and clients at the centre of everything we do.
We understand that everyone will put value on different things and that's why our employee package includes a variety of benefits. Here are some of the core benefits for all our people:
- Discretionary bonus scheme plus Managers Incentive Programme
- Flexible, hybrid working
- Private medical insurance, including eye care
- Permanent health insurance
- Life assurance (death in service and critical illness benefit)
- Worldwide travel insurance
- Ability to work abroad for up to 3 weeks per annum
- Health and wellbeing programmes
- On-site parking
- Significant investment into your personal and professional development #J-18808-Ljbffr
