Job Description:

Seeking a highly effective Service Operations Manager to join our division in Chicago.

The Production Support Desk plays a significant role in cultivating a strong relationship with our customers and is responsible for providing 24x7 client support for our global customer base. The Production Support Desk is also accountable for maintaining infrastructure and monitoring the overall health status of all components involved in electronic trading. Our customers trading experience is highly dependent on the Production Support Desk being effective and efficient as the primary conduit for clients to get support. The strategic position of the Production Support Desk allows the group to interact with many business areas on behalf of our customers and as such is critical to contributing to the successful management of our customer relationships. The objective of the Service Operations Manager is to ensure our customers are receiving best in class support across a variety of service offerings. Customers ranging from independent traders, prop shops, investment banks to hedge funds, each taking advantage of our low latency networks and managed service product offerings.

The Service Operations Manager is responsible for building and maintaining a world class support team that combines strong technical and unmatched customer service skills as well as:

Tactical planning and execution of the operations center (level 1-3 support), production monitoring, application OS build and maintenance;

• Ensuring customers are receiving attentive support and production issues are being driven to resolution;

• Being knowledgeable of all escalated production incidents, root cause analysis and subsequent actions to improve handling and early detection;

• Collaborating with the other support groups within Interactive Data, helping to leverage resources across teams and work towards creating a single, global Support organization;

• Contributing to the improvement of support disciplines: speed, quality and communication through process and training;

• Compiling and reviewing metrics and reports to ensure optimized staffing levels for expected service levels;

• Contributing to initiatives that provide customers with operational information about their Interactive Data 7ticks services;

• Fostering a team attitude that contributes to a teams high level of motivation, contribution and pride in providing best in class support;

• Employing a strategy for resource management and monitoring of key performance indicators;

• Identifying improvement areas in our support service and drive efforts to implement those solutions;

• Publishing production support status reports to management;

• Directing, implementing and enforcing standard operating procedures and policies.

Qualifications:

Interested candidates must have the following characteristics:

 • 7+ years support experience in the IT/Financial industry;

• 3+ years in a support supervisory role;

• Experience supporting Trading Technologies server and workstation applications;

• Experience supporting and maintaining Linux systems;

• Exposure to a variety of trading systems: ORC, RTS, Stellar, etc.;

• Problem and incident management experience;

• An extremely high bar for success and with the drive to continually improve;

• Critical thinking and ability to act quickly in a fast paced environment;

• Strong verbal, written and interpersonal communication skills;

• Understands the importance and commitment of great communication;

• Ability to manage multiple tasks and priorities, including good time-management skills;

• Skills and aptitude for training others.