Business Workflow Applications (BWA) Support Manager

Overview

The main purpose of the BWA support manager is to lead a team of support engineers and manage BaU (Business as Usual) support for Control M, Managed File Transfer (MFT) and monitoring tools (OBM, TrueSight, Moogsoft).

The ideal candidate understands the above applications and tools and its usage in a BFSI (Banking & Financial Services Industry) environment. Candidate takes ownership of team's performance, as well as possesses a cross functional team approach towards departmental & organizational goals. Candidate should know what it takes to make each member of the team successful. Should be a proponent of continuous learning and embrace change. Candidate should have prior demonstrable knowledge of digital automation process, tools and techniques that can be applied to automate current processes.

Main Responsibilities

• Manage a cross functional team of support engineers to support multiple applications
• Conduct coaching to team members to deliver excellent customer experience
• Monitor, review and consistently analyze workloads and volumes. Identify opportunities to reduce volumes via automation and process improvement
• Proactively investigate and engage with customers for any reported issues
• Act as a first level escalation point for the support team
• Actively participate in CAB meetings representing the change in the product/application/service
• Identify and spearhead mini projects to improve overall performance metrics and KPIs
• Build good relationship with key stakeholders from business and other team stakeholders within Technology
• Lead and be available for major issues outside of working hours when needed

Required Skills

Leadership/direction

• Strong leadership and team building Hands-on, can-do attitude. Must be prepared to lead by example to drive delivery.

Customer focus

• Attention to detail, seeks to help and co-operate with customers to develop productive, professional relationships with Customers (internal/external).

Problem solving and Decision Making

• Resolve unusual or highly complex problems, with the involvement of others as required. Able to identify solutions and explore alternatives outside familiar approaches.

Result Orientated

• Develop logical, realistic plan to meet objectives. Tenacious and delivery focused on approach. Continually strives to make the area in which they work more efficient and effective.

Effective Communication skills

• Excellent written and oral skills, clear and concise, keeps manager informed of work progression at sensible intervals. Engage; manage vendors and third parties as appropriate.

Seeks opportunities for Self-development.

• Ensures their skills and knowledge are up to date. Welcomes new opportunities to learn.

Key Skills

Essential:

• Must have handled support teams (size 20+) that operate 24/7 for at least 5-7 years
• Must have managed support for applications like Control M and MFT and have a good technical understanding to guide support engineers
• Must have participated in digital automation and transformation programs
• Must have experience in analysis of incidents and requests to understand the underlying reasons and identify automation opportunities
• Must have excellent knowledge of MS Power BI
• Must have excellent knowledge of Service management tools and ITIL framework
• Must have excellent reporting capability
• Must have knowledge and understanding of automation platforms like Rundeck or MS Power Platform
• Must have practical & demonstrable knowledge of Agile and its application to a 24/7 support team

Beneficial

• Certification on automation tools like Rundeck or MS Power Platform
• Certified on Project Management Institute (PMI) PMP or Agile Certified Practitioner

Benefits:

We are looking for intellectually curious people, passionate about the bigger picture of how technology industry is evolving, ready to ask difficult questions and deal with complicated scenarios! If you are creative and a problem solver, this is the place to be as will be supporting you to fast-forward your career!

We maximise each employee's potential through personal development through a wide range of learning tools both formal and informal. We believe in remunerating our people with competitive salaries and a range of attractive benefits such as:

• 25 days' holiday per year
• 1 additional day off for your Birthday
• Annual wellness allowance
• Share Purchase Plan
• Medical Health Insurance
• Medical Subscription (preventive medical services)
• Dental Coverage
• Life insurance
• Pillar 3 Private Pension
• Meal Vouchers
• Flexible Benefits
• Bookster
• Volunteering Events

LSEG is a leading global financial markets infrastructure and data provider. Our purpose is driving financial stability, empowering economies and enabling customers to create sustainable growth.

Our purpose is the foundation on which our culture is built. Our values of Integrity, Partnership, Excellence and Change underpin our purpose and set the standard for everything we do, every day. They go to the heart of who we are and guide our decision making and everyday actions.

Working with us means that you will be part of a dynamic organisation of 25,000 people across 65 countries. However, we will value your individuality and enable you to bring your true self to work so you can help enrich our diverse workforce. You will be part of a collaborative and creative culture where we encourage new ideas and are committed to sustainability across our global business. You will experience the critical role we have in helping to re-engineer the financial ecosystem to support and drive sustainable economic growth. Together, we are aiming to achieve this growth by accelerating the just transition to net zero, enabling growth of the green economy and creating inclusive economic opportunity.

LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.

We are proud to be an equal opportunities employer. This means that we do not discriminate on the basis of anyone's race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital status, veteran status, pregnancy or disability, or any other basis protected under applicable law. Conforming with applicable law, we can reasonably accommodate applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs.

Please take a moment to read this privacy notice carefully, as it describes what personal information London Stock Exchange Group (LSEG) (we) may hold about you, what it's used for, and how it's obtained, your rights and how to contact us as a data subject.

If you are submitting as a Recruitment Agency Partner, it is essential and your responsibility to ensure that candidates applying to LSEG are aware of this privacy notice.