Technical Account Manager recruitment

Job ID: 17953

Position Description:
SunGard's solutions for capital markets help banks, broker/dealers and futures commission merchants increase the efficiency and transparency of securities and derivatives processing. They also provide accounting, securities financing, data management and tax reporting across multiple platforms, asset classes and markets. Supporting the entire trade lifecycle from execution to settlement, SunGard provides centralized transactional databases that deliver consolidated views of positions and risk.
Key responsibilities
• Provide full support to clients on production issues, including internal handling and co-ordination of escalations where necessary
• Be the owner of all the client outstanding issues to provide follow-up actions and resolution schedules.
• Track issues, bugs, enhancements with relevant tracking systems
• Provide general technical assistance to clients testing / implementation tasks
• Co-ordinate client connectivity to the global proprietary order routing network (SunGard Global Network)
• Regularly meet with clients and report satisfaction, issues etc., to management
• Maintenance of client situation using issue and knowledge management tools
• Provide training to end users and / or client IT staff

Position Requirements:
Competencies

Mandatory
• Fluent English
• Strong IT skills especially in Unix/Linux (this is a technical team)
• Mature, capacity to operate in a high stress, low latency arena
• Capable to coordinate with people in different offices across time zones
• Hard working, looking for a new challenge, willing to operate in a demanding environment
• A professional with systematic problem solving skills; eager to dig into issues for root causes and conclusive resolutions

Optional
• Cantonese and Mandarin strongly desirable
• Interest in financial markets, in particular Hong Kong
• University degree with strong IT knowledge. Knowledge of the financial market is a plus
• Experience with customer relationship / customer management, customer driven