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Member of a global team that provides 24 x 6 follow the sun business application support and analysis across the suite of Enterprise middle office applications and associated systems that support the client middle office operations (GTM, RKS, ESP, Extended Enterprise and all other ancillary apps and infrastructure specific to IMS).
Work with the relevant incident management teams (e.g. EMEA Service Centre and Command Centre) to deal with critical incidents and outages.
Support special projects as required.
Be a day to day contact for the client IT teams and technical business users.
Represent SSC IT in relevant client forums where specifically requested
Actively engage in all new client on-boarding
Complete Monthly MIS and KPI reporting as required
Provide Tier 2 support for in-scope IMS applications:
Build relationship with first tier support
Initial trouble shooting of assigned incidents
Where the incident is not technical in nature, advise business counterparts on best course of action
Where the incident is technical in nature, analyse incident and determine best course of action
Where incident is resolvable locally, work with local IT teams to resolve and close incident. Where further technical assistance is required, assign incident to global IT support partners for resolution
Communicate progress to applicable stakeholders
Manage incident to resolution and within service level agreements
Undertake available on the job training to become proficient at providing second tier IT support
Excellent problem solving and analytical skills
Ability to work well in a team structure
Excellent communication skills (verbal & written) - able to effectively communicate with all levels of staff across the organization and with clients including senior management
Strong knowledge of financial business processes, investment management servicing and fund accounting
Good project management & organizational skills (including time management)
Ability to understand and interpret specific client requirements
Ability to work under pressure
Relevant degree or equivalent qualifications with 3-5+ years' experience in financial services and/or technology.
Knowledge of IMS specific applications (i.e. GTM, RKS, ESP, etc) is preferred although full training for the role will be provided.
The success of this job is largely dependent on building solid relationships with the internal client base and other support teams. Interpersonal skills are very important and it is essential that there is a high level of understanding of the impact of the issue on the business and our clients.
Employee savings plan
Premium life insurance package
VIP medical package
International operating environment
Soft skills trainings
Development sessions with a mentor
Diversity of opportunities across a range of challenging and highly complex activities
Technical or leadership career pathway
We welcome applications to this role from candidates at both the Associate 2 and Senior Associate levels.