Job Description

At EY, we're all in to shape your future with confidence.
We'll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go.
Join EY and help to build a better working world.
The opportunity
As a member of the Technology Support team, you will be responsible for providing first and second level technical support to our customers using one of the leading Wealth & Asset Management platform. Your role will be essential in ensuring our customers' satisfaction and loyalty by efficiently resolving their problems and providing high-quality assistance.
Your key responsibilities

• Responding to customer requests by telephone, e-mail or through a ticketing system, providing 2nd line application support for production issues from initial contact through to resolution and documentation, including root-cause identification and preventative action, collaborating with business users and technology teams to resolve issues in a timely manner with appropriate solutions.
• Updating / enhancing client specific configurations
• As familiarity with the platform grows, analysing customer business requirements and identifying solutions using the applications and systems available, collaborating with development teams to resolve complex issues and implement system enhancements.
• Manage customer data: reference the authorizations and portfolio rights assigned to customer users, and supervise the maintenance of the asset repository with the Global Data Management teams.
• Customer training: Participate in the training of new users on our platform, guiding them through key functionalities and helping them solve common problems
• Documentation: Contribute to the creation and updating of the knowledge base by documenting frequently encountered problems, solutions and best practices, in order to facilitate rapid problem resolution.
• Follow-up and escalation: Ensure regular follow-up of customer issues to ensure they are resolved satisfactorily and in a timely manner. If necessary, escalate complex issues to the development team or other relevant departments.
• Monitoring and management of KPIs (Key of Performance Indicators)
• Continuous improvement: Identify trends and gaps in customer support, and suggest improvements to optimize processes and the overall support experience.
• Experience in working in Wealth & Asset Management platforms including Order Management, Middle Office, Portfolio Management will be an added advantage

Skills and attributes for success

• As the Client Service Technical Consultant
• Focus on keeping stakeholders satisfied with the IT services through managing projects or enhancements, fixing application issues and tracking service metrics.
• Experience in Production Support, System performance & reporting, Batch Monitoring, IT Availability etc
• Experience in Managing and supporting Wealth and Asset Management platform will be a high advantage
• Lead a motivated and skilled team of Business Analyst, Application Developers and Technical Architects responsible for getting services delivered to the client.
• Should be well conversant with ITSM & Service Management frameworks.
• Should have expertise in setting up and running of Managed Services / outsourced projects - key exposure areas are Due Diligence, Service Transition, Steady state attainment and ongoing continuous improvement.
• Ability to multitask and work in a fast-paced, collaborative team environment.
• Excellent written and oral communication skills, writing, publishing and conference-level presentation skills a plus.
• Should be willing to travel in accordance with client and other job requirements.

To qualify for the role, you must have.

• Relevant university degree, preference for finance, mathematics, physics, computer science, or related degrees
• 4-7 years of experience in Production support, monitoring and incident resolution & management
• Experience in working SLA/KPI based environment.
• Experience Working in multiple industries preferably Banking/Financial services/Insurance domains.
• Knowledgeable in executing AMS engagements in one of the technologies - SAP, Java, .Net, SaaS products on Cloud.
• Participated and contributes the RFP Pre-sales activities
• Should have expertise in Due Diligence, Transitions, Service Design and has hands on experience in taking applications to Steady State in Mandatory

Ideally, you'll also have

• Knowledgeable on Java, Python, or .Net or SaaS products on Cloud.
• Customer focus: Ability to understand customer needs, develop strong relationships and deliver high quality, personalized service. Ability to translate Amundi Technology's offering into value for customers. Willingness to go beyond expectations to solve problems and deliver an exceptional customer experience
• Excellent communication and presentation skills: Ability to communicate clearly and persuasively, both in writing and orally, with customers at different hierarchical levels and internal teams.
• Excellent analytical and problem-solving skills.
• Ability to effectively manage multiple customer requests, prioritize and meet deadlines

What we offer
EY Global Delivery Services (GDS) is a dynamic and truly global delivery network. We work across six locations - Argentina, China, India, the Philippines, Poland, and the UK - and with teams from all EY service lines, geographies, and sectors, playing a vital role in the delivery of the EY growth strategy. From accountants to coders to advisory consultants, we offer a wide variety of fulfilling career opportunities that span all business disciplines. In GDS, you will collaborate with EY teams on exciting projects and work with well-known brands from across the globe. We'll introduce you to an ever-expanding ecosystem of people, learning, skills, and insights that will stay with you throughout your career.

• Continuous learning: You'll develop the mindset and skills to navigate whatever comes next.
• Success as defined by you: We'll provide the tools and flexibility, so you can make a meaningful impact, your way.
• Transformative leadership: We'll give you the insights, coaching and confidence to be the leader the world needs.
• Diverse and inclusive culture: You'll be embraced for who you are and empowered to use your voice to help others find theirs.

EY | Building a better working world
EY is building a better working world by creating new value for clients, people, society and the planet, while building trust in capital markets.
Enabled by data, AI and advanced technology, EY teams help clients shape the future with confidence and develop answers for the most pressing issues of today and tomorrow.
EY teams work across a full spectrum of services in assurance, consulting, tax, strategy and transactions. Fueled by sector insights, a globally connected, multi-disciplinary network and diverse ecosystem partners, EY teams can provide services in more than 150 countries and territories.