Head of Production Support

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Job Description

Our Client is a well-established investment firm within the FX industry and they are currently looking for a Head of Production Support. The successful candidate should have 4-5 years of experience as a support officer and support supervisor with a degree in IT Engineering.

Job Responsibilities

• Monitor the performance of the Production Support Department
• Constantly investigate and propose improvements in the processes, procedures and tools used for the work of the Department and drive their implementation
• Establish performance measures and track the processes and their execution
• Drive effective communication across different teams to ensure efficient resolution of problems and work with different parties to take over active support issues
• Resolve production issues to a variety of our products by managing tickets from start to finish, and escalating to other teams if and when necessary
• Manage multiple tasks/tickets according to priority and with minimal guidance
• Investigate and diagnose production issues though analysing software logs, error messages and network logs
• Liaise with external parties and internal departments
• Identify root causes, escalate bugs to other teams, recommend enhancements of monitoring, debugging tools where necessary
• Recommend product enhancements based on product expertise and evaluation of client needs
• Contribute in writing team specific knowledge base and user manuals

Requirements

• University degree in IT Engineering or any other related fields
• Excellent command of the English language, knowledge of Greek or Russian is an advantage
• 4-5 years of experience as a support officer and support supervisor with a proven track record of working as a part of and managing a team
• Solid technical experience with Windows or Linux/Unix OS
• Experience with JIRA, SQL, Web services, Networking
• Knowledge of FIX protocol is an advantage
• Proactive position, ability to think strategically and creatively
• Ability to prioritize, manage multiple tasks and projects and meet deadlines
• Strong problem-solving and decision-making skills, self-motivated while working under minimal supervision
• Ability to work comfortably under pressure and uncertainty operating effectively and deliver results
• Good organizational and management skills
• Ability to establish and improve relationships across departments