• Job Description

  Req#: 6527
  
  
  
  
  
  
  
  Who we're looking for:
  
  An experienced Application Support person to join our team and manage the delivery of application support services to end-users. You will be responsible for the day-to-day operations of an application support function, managing incident and problem resolution, ensuring that service level agreements (SLAs) are met.
  
  The successful candidate will have experience managing application support services within an Investment Management or Banking environment, an understanding of ITIL processes and procedures, and experience with business analysis methodologies and tools. You should be able to work collaboratively with other IT teams and business stakeholders and have excellent communication and problem-solving skills. Your role is critical to ensuring that business-critical applications are available, stable, performing and functioning as expected, and that end-users are receiving the support they need to be productive.
  
  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.
  
  Technology at Schroders
  
  There's a huge amount of change going on at Schroders. Technology's shaping our business more and more, so there are many opportunities waiting to progress. And because we're a big financial player, we can put hefty backing behind good ideas.
  
  We have regulatory responsibilities to our clients and shareholders and whilst we are diligent on ensuring we hold best practice this doesn't make us stuffy; our tech teams are friendlier and more informal than you might expect.
  
  The base
  
  The role will be based in our new offices in London Wall Place, Moorgate. We're close to our business users and we have everything we need to work flexibly.
  
  The team
  
  As part of the wider Service Operations team, you will be the SME for several applications within Investment Application Support, responsible for day-to-day operations and service excellence.
  What you'll do
  
  • Support and maintain Core Banking Platform applications spanning Trading, Decision-making, Performance, Accounting Data, and Reporting.
  • Recognised SME across several core applications and technically capable across others.
  • Find ways to improve systems and processes to deliver with more streamlined resources. For identified improvement ideas, drive implementation. Qualify and quantify benefits.
  • You will undertake proactive trend analysis to identify trends and raise problem records to ensure that the underlying cause is understood, and recurrence prevented.
  • Champion and own the problem management process for your Domain driving adherence to the process and best practice.
  • Exemplify positive customer service behaviours and promote a culture focused on ensuring customer needs are met.
  • Through active oversight of incidents within the team, ensure that service impacting incidents are prioritised and user expectations are managed throughout.
  • Ensure that root cause is always understood for service impacting incidents and action is taken to prevent re-occurrence.
  • Develop understanding of how own and team's work supports achievement of Departmental priorities and alignment to Schroders vision and objectives.
  • Identify risks to the overall service and ensure that these are raised in a timely manner to Application Service Manager.
  The knowledge, experience and qualifications you need
  • Knowledge of Investment management processes and applications.
  • A strong technical background and a deep understanding of trading and decision-making platforms, such as Aladdin, AIM, Charles River, MEDM
  • SQL (Strong) and Unix (Intermediate) knowledge are essential (trouble shooting, ability to read and understand code)
  • Experience managing a global application support service and global/regional applications.
  • Experience with application support tools and technologies.
  • Experience working with vendors and suppliers.
  • Understanding of IT security and compliance (including data privacy regulations, information security policies, and compliance frameworks such as GDPR)
  • Understanding of ITIL processes and procedures.
  • Strong communication and networking skills
  The knowledge, experience and qualifications that will help
  
  • Experience with project management methodologies and tools is desirable.
  • Experience with cloud-based applications and services.
  What you'll be like
  
  • A team player with the ability to work across time zones and culture.
  • Capable of remaining positive when under pressure.
  • An inquisitive thinker with an attention to detail.
  • Enjoys dealing with business and technical users at all levels of the organisation.
  • Ability to multi-task and operate in a fast-changing environment.
  • Committed to deliver innovative and quality service.
  • Enjoys process improvement and solving problems.
  • Self-motivated and enthusiastic.
  • Ability to deal credibly with business and technical users at all levels of the organisation.
  • Ability to operate under pressure and deliver to demanding deadlines.
  • Ability to deal with change and engage proactively with change initiatives.
  • Flexible to work during evenings and weekend when escalation or on-call work is required.
  We recognise potential, whoever you are
  Our purpose is to provide excellent investment performance to clients through active management. Diversity of thought facilitated by an inclusive culture will allow us to make better decisions and better achieve our purpose. This is why inclusion and diversity are a strategic priority for us and why we are an equal opportunities employer: you are welcome here regardless of your age, disability, gender identity, religious beliefs, sexual orientation, socio-economic background or any other protected characteristics.
  
  
  
  
  
  
  
  
  

• About the company

  Schroders plc is a British multinational asset management company, founded in 1804.

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