职位描述
Join us and work on the challenges of an industry at the forefront of innovation and thrive in a people-centric environment.
You’ll be part of one global team where you can learn fast and stay true to yourself.
Your responsibilities:
Your responsibilities will cover the 4 main axis of deliveries below:
Manage support services for a portfolio of clients with operational excellence
Ensure quality and optimized delivery of our support services for a portfolio of clients, in line with our contractual obligations and by applying our award-winning Murex support methodologies:
• Organize the support activities for your clients, define and optimize staffing requirements
• Ensure availability of suitable support structures at Murex and at the clients
• Monitor and improve key performance indicators related to the quality of the service or the instance
• Act a project coordinator for the delivery of change requests raised by your clients
Build strategic partnership with client support organization
Grow as a strategic trusted and valued partner of your portfolio of clients:
• Develop a mutually beneficial long-term partnership between Murex and the client support organization
• Advise clients on how to efficiently support Murex and leverage its usage
• Create adequate communication and streamlined processes between Murex and client support teams
• Monitor and improve client satisfaction while controlling support cost
• Collaborate with the Murex Client Manager to identify and pursue opportunities to expand usage of the Murex Solution at your clients
Develop the Murex production support practice
As an active member of the Production Management Domain, you play a part in shaping the Murex production support practice:
• Lead, or contribute to, global initiatives aimed at improving the processes or tools used in delivering support services
• Train and coach support coordinators on best practices, and leverage your expertise and experience to help them develop their skills and meet their business objectives
Transition and delivery of production management under SaaS managed services
Ensure quality and optimized delivery of production management services under SaaS in line with our contractual obligations while applying Murex transition and support methodologies and best practices:
• Transition to CI leveraging the MVP RTP built by the RTP initialization workstream
• Define operating model for production releases working closely with the SO team, align with the client and deploy the model
• Coordinate onboarding of the teams on the CI/RTP operating model
• Coordinate continuous sprint backlog grooming (i.e., standard CR, fast track/P2, P1, patch deliveries), configuration build & validation at the respective quality gates, continuous enrichment of the RTP for the BAU production changes
• Work closely with the CI engineers in orchestrating the periodic CI health checks and reviews
• Under SaaS managed services, lead the incident management, request management, EOD management, monitoring, environment management, preventive maintenance (e.g. corrective actions in line with plan to improve instance quality), light evolutions of the instance (e.g. SaaS production rollout, patch deliveries, changes of final configuration)
To be successful in this role, you should possess:
• Excellent communication (both verbal and written) and presentation skills
• Strong stakeholder and change management skills to manage complex client relationships
• Leverage collective intelligence with a strong commitment to align different opinions and lead with excellence
• Ability to demonstrate long-term thinking for value creation over short-term solutioning
• Ability to prioritize and multi-task in a fast-paced environment
• Experience and knowledge in Murex or Capital Markets platforms is a plus
• Experience in supporting mission critical IT platforms in a managerial capacity is a plus
• Fluent in Mandarin and English, both written and spoken.
