IT Operations Engineer, End User Computing

Job Description

Point72 is seeking an IT Operations Engineer Team Lead to join their Infrastructure Technology Team in London. The Technology group is dedicated to improving the company’s IT infrastructure and providing exceptional end-user experiences.

The IT Operations Engineer Team Lead will provide services for the efficient operation of a client-focused technology service model. The ideal candidate will demonstrate outstanding customer service and the ability to work independently or as part of a global team. They will be energetic, enthusiastic, and capable of diagnosing and resolving issues, offering guidance, and providing advice with patience.

Role Involves:

• Leading the technology team by setting clear expectations and providing guidance and support.
• Assessing team performance and identifying areas for improvement.
• Coordinating with customers and other departments to understand project requirements.
• Defining project goals, timelines, and milestones and ensuring timely delivery.
• Offering technical support and advice to clients.
• Addressing client queries and needs with patience and empathy.
• Providing guidance and training to clients on technology and corporate policies.
• Managing client expectations to enhance the overall technology experience.
• Establishing and maintaining service level relationships with technology service providers.
• Developing project plans to manage small and large-scale projects.
• Providing rotational, 24x7 on-call support and being available for travel.
• Diagnosing and resolving technology issues quickly.
• Performing moves, adds, and changes as needed.
• Documenting and tracking incidents, problems, and requests using Jira Service Management.
• Providing written documentation, updates, and root cause analysis on IT issues.
• Creating knowledge-base articles for newly discovered issues.
• Performing daily system checks and creating status reports.

Requirements:

• Minimum 5 years of experience in client service, desktop support, or technical support role managing a team.
• Bachelor’s degree in Technology, Computer Science, or related discipline.
• Experience supporting investment professionals in the financial industry.
• Knowledge of market data and electronic trading platforms such as Bloomberg, Neovest.
• Scripting and automation skills using tools such as PowerShell, Splunk.
• Ability to troubleshoot complex issues, provide Root Cause Analyses (RCA), and make recommendations to mitigate future risk.
• Ability to provide customer service and technology support.
• Ability to identify issues needing urgent attention based on business impact.
• Ability to maintain composure and focus in a fast-paced, high-pressure environment.
• Ability to work independently and support the global technology team.

Role Offers:

• Health care benefits
• Generous parental and family leave policies
• Mental and physical wellness programs
• Volunteer opportunities
• Support for employee-led affinity groups
• Tuition assistance